Senior IT Operations & Support Engineer – Middleware

About the role

Emirates Group IT is looking for a Senior IT Operations & Support Engineer focused on middleware. You will be responsible for analysing, supporting and resolving complex incidents while ensuring service continuity for the airline’s critical systems.

Key responsibilities

• Analyse, support and resolve Level 1 and Level 2 incidents for Emirates Group systems.
• Monitor services, identify risks and proactively reduce recurring incidents.
• Collaborate with internal teams and external vendors to diagnose and fix technical issues.
• Use ITSM tools such as ServiceNow and Zendesk to manage incidents, problems, assets and changes.
• Perform root‑cause analysis, recommend improvements and contribute to automation of incident response.
• Implement ITIL‑based incident, problem and change management processes.
• Participate in a 24/7 on‑call rotation and act as an escalation point.
• Create and maintain technical documentation, knowledge‑base articles and mentor junior engineers.

Required profile

• Proven experience in IT operations and middleware support at a senior level.
• Strong analytical, communication and problem‑solving abilities.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• ServiceNow or similar ITSM platform.
• Zendesk or comparable ticketing system.
• ITIL framework knowledge.
• Experience with observability/monitoring platforms.
• Root‑cause analysis and incident automation.
• Middleware technologies and system deployment, configuration, upgrade.

What we offer

• Opportunity to work with the world’s largest international airline.
• Exposure to cutting‑edge aviation IT infrastructure.
• Professional development and mentorship programs.