IT Senior Operations & Support Engineer – Service Desk

About the role

The IT Senior Operations & Support Engineer – Service Desk will analyse, support and resolve complex incidents for Emirates Group systems, ensuring minimal downtime and adherence to service level targets.

Key responsibilities

• Address and resolve Level 1 and Level 2 incidents, meeting KPI and SLA requirements.
• Collaborate with internal teams and external vendors to diagnose and fix technical issues.
• Use IT Service Management tools such as ServiceNow or Zendesk to manage incidents, problems, assets and changes.
• Perform root‑cause analysis of incidents, recommend improvements and contribute to automation of response processes.
• Monitor system performance with observability platforms and highlight risks that could affect services.
• Implement ITIL‑based incident, problem and change management while ensuring compliance with security and data‑protection policies.
• Assist in deployment, configuration and upgrade of IT systems.
• Participate in a 24/7 on‑call rotation as an escalation point for unresolved tickets.
• Create and maintain technical documentation, knowledge‑base articles and mentor junior engineers.
• Prioritise multiple tasks using strong communication and analytical skills.

Required profile

• Degree or Honours (12+3 or equivalent).
• Minimum 2 years of experience in Information Technology.

Required skills

• ServiceNow or similar ITSM tool.
• Zendesk or comparable ticketing platform.
• Knowledge of ITIL processes.
• Experience with root‑cause analysis and incident automation.
• Familiarity with observability/monitoring platforms.