IT Senior Operations & Support Engineer – Middleware

About the role

Emirates is looking for a senior IT professional to join its Global Hub in Dubai. The IT Senior Operations & Support Engineer – Middleware will be responsible for analysing, supporting and resolving complex incidents across Emirates Group systems, ensuring high availability and minimal downtime.

Key responsibilities

• Monitor, identify and mitigate incidents and risks to keep IT services within agreed service levels.
• Handle Level 1 and Level 2 incidents for middleware platforms, using ITSM tools such as ServiceNow or Zendesk.
• Perform root‑cause analysis, conduct performance assessments and recommend improvements.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues.
• Drive automation of incident response and contribute to continuous‑improvement initiatives.
• Participate in a 24/7 on‑call rotation and act as an escalation point for unresolved tickets.

Required profile

• Proven experience in IT operations and support, preferably in a large, complex environment.
• Strong analytical skills with the ability to troubleshoot and resolve technical problems quickly.
• Familiarity with ITIL‑based incident, problem and change management processes.
• Ability to work under pressure and communicate effectively with technical and non‑technical stakeholders.

Required skills

• Middleware technologies
• ServiceNow or Zendesk (ITSM tools)
• ITIL framework
• Observability platforms for performance monitoring
• Automation and scripting for incident response
• Basic cybersecurity and data‑protection knowledge