IT Senior Operations & Support Engineer - Wintel & Unix Ops

About the role

Emirates Group is looking for an IT Senior Operations & Support Engineer (Wintel & Unix Ops) to join its Technology Operations team in Dubai. The role analyses, supports and resolves complex internal and external incidents, recommends solutions to reduce recurring incidents, and monitors risks so that IT service levels are met and business operations are minimally affected. The team covers duty management, service support, infrastructure operations, change enablement, observability and IT asset management.

Key responsibilities

• Resolve Level 1 and Level 2 incidents for the Emirates Group Systems, meeting KPIs and targets, and collaborate with internal teams and external vendors to fix technical issues.
• Use ITSM tools such as ServiceNow, Zendesk or similar to manage incidents, problems, assets and changes.
• Perform root cause analysis, run performance assessments and recommend improvements; help automate root cause analysis and incident response tools.
• Proactively identify issues and risks, use observability platforms to monitor performance and anomalies, and implement ITIL-based incident, issue and change processes.
• Assist in deploying, configuring and upgrading IT systems, and take part in a 24/7 on-call rotation as an escalation point for unresolved tickets.
• Maintain technical documentation, write knowledge-base articles, run knowledge transfer sessions and mentor junior engineers.

Required profile

• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.
• Proven experience in systems, operations and environments of a similar size and complexity.
• Professional or expert-level certification in Red Hat, Windows Server, VMware or equivalent.
• AWS Certified Solutions Architect or Azure Solutions Architect Expert.

Required skills

• Service desk tools such as ServiceNow and ManageEngine.
• Observability platforms such as DynaTrace and Splunk.
• Hands-on experience with Linux, AIX, Solaris and virtualization (VMware vSphere).
• Working knowledge of Active Directory, ADFS and Azure AD.

What we offer

• An attractive tax-free salary.
• Travel benefits, including discounts on flights and hotel stays worldwide.