IT Senior Operations & Support Engineer - Database & Integration

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsSkills: ["Communication","Analytical","Problem-solving"]

Analyze, support, and resolve complex Level 1 and Level 2 incidents for Emirates Group’s systems, while proactively monitoring risks and maintaining IT service levels. Collaborate with internal teams and external vendors to diagnose issues, perform root-cause analysis, and improve reliability through automation and continuous improvement. Use ITSM tooling (ServiceNow, Zendesk) and ITIL processes, support middleware and integrations, and participate in a 24/7 on-call rotation.

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FursaFursa
Emirates Group
Emirates Group
3 months ago

IT Senior Operations & Support Engineer - Database & Integration

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Analyze, support, and resolve complex Level 1 and Level 2 incidents for Emirates Group’s systems, while proactively monitoring risks and maintaining IT service levels. Collaborate with internal teams and external vendors to diagnose issues, perform root-cause analysis, and improve reliability through automation and continuous improvement. Use ITSM tooling (ServiceNow, Zendesk) and ITIL processes, support middleware and integrations, and participate in a 24/7 on-call rotation.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Address customer issues and resolve Level 1 and Level 2 incidents while meeting qualitative/quantitative targets and KPIs.
  • •Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
  • •Use ITSM tools (ServiceNow, Zendesk or similar) to manage incidents, problems, assets, and change processes.
  • •Perform root cause analysis, conduct performance assessments, recommend improvements, and contribute to automation of incident response and RCA tools.
  • •Implement and support ITIL-based incident, issue, and change management processes, participate in a 24/7 on-call rotation, and maintain technical documentation and knowledge-base articles.

Key Requirements

  • •Degree or honours (12+3 or equivalent).
  • •2+ years of experience in Information Technology.
  • •Integration product support experience in TIBCO, SOLACE, and WebSphere MQ.
  • •Expertise in microservices, event-driven solutions, API Gateway products (e.g., APIGEE, KONG), cloud integration (IPaaS like SnapLogic), and data streaming platforms like Kafka and Solace.
  • •Hands-on experience with observability platforms like Splunk, Dynatrace, Zabbix, AppDynamics, Datadog, and cloud platforms such as AWS and Azure.
Experience:2+ years
Skills:CommunicationAnalyticalProblem-solving
Tech Stack:ServiceNowZendeskITSMITILTIBCOSOLACEWebSphere MQMicroservicesEvent-drivenAPI GatewayAPIGEEKONGSnapLogicKafkaSplunkDynatraceZabbixAppDynamicsDatadogAWS

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn