Senior Operations & Support Engineer – Service Desk

About the role

Emirates Group IT is seeking a Senior Operations & Support Engineer for its Service Desk. You will be responsible for analysing, supporting and resolving complex incidents, while proactively monitoring systems to keep services within agreed service levels.

Key responsibilities

• Address Level 1 and Level 2 incidents for Emirates Group systems, meeting KPIs and minimizing downtime.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues.
• Use ITSM tools (ServiceNow, Zendesk) to manage incidents, problems, assets and changes.
• Perform root‑cause analysis, conduct performance assessments and recommend improvements.
• Drive automation of incident response and contribute to continuous‑improvement initiatives.
• Implement ITIL‑based incident, problem and change management processes while ensuring compliance with cybersecurity and data‑protection policies.
• Participate in a 24/7 on‑call rotation as an escalation point.
• Create and maintain technical documentation, knowledge‑base articles and mentor junior engineers.

Required profile

• Proven experience in IT service desk or operations support, preferably in a large, complex environment.
• Strong analytical, communication and problem‑solving abilities.
• Ability to manage multiple priorities and work effectively in a 24/7 support model.

Required skills

• ServiceNow
• Zendesk
• ITIL processes
• IT Service Management (ITSM) tools
• Root cause analysis
• Incident and problem management
• Observability platforms for system monitoring