IT Operations & Support Engineer – Mainframe Technologies

About the role

The IT Operations & Support Engineer – Mainframe Technologies restores normal IT service operations within agreed service levels and business priorities, minimizing impact on Emirates Group and external clients. The role also serves as the single point of contact for incident resolution and service requests.

Key responsibilities

• Address and resolve customer issues while ensuring service aligns with quantitative and qualitative targets.
• Analyse incidents, provide solutions, and update status in the incident management tool.
• Provide quick fixes or work‑arounds and document them in the known error database.
• Identify recurring problems, liaise with problem management, and drive root‑cause analysis.
• Coordinate with vendors, IT coordinators and other teams to maintain high system availability.
• Ensure deployment projects follow best‑practice project management and collect customer feedback after each project.

Required profile

• Bachelor’s degree (or equivalent 12+3) with at least 4 years of IT experience.
• Operational and support experience on IBM Z series, OS390, LPARs and IBM Storage.
• Professional‑level certification in IBM z/OS and familiarity with mainframe tools such as TSO, ISPF, RACF or z/OS Connect.
• Experience with ITSM tools (ServiceNow), observability platforms (Splunk, Zabbix, AppDynamics) and a solid understanding of the ITIL framework.

Required skills

• IBM Z series
• OS390
• LPARs
• IBM Storage
• IBM z/OS certification
• TSO / ISPF
• RACF
• z/OS Connect
• Splunk
• Zabbix
• AppDynamics
• ServiceNow
• ITIL framework

What we offer

• Tax‑free salary in AED
• Travel benefits including flight and hotel discounts worldwide