IT Senior Operations & Support Engineer – Service Desk

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Analytical thinking","Problem-solving","Root cause analysis","Continuous improvement","Mentoring"]

Analyze, support, and resolve complex Level 1 and Level 2 incidents for Emirates Group systems while maintaining agreed service levels and KPIs. Work with internal teams and external vendors to diagnose and fix technical issues, perform root-cause analysis, and drive continuous improvement. Use ITSM tools (ServiceNow, Zendesk or similar) and observability to manage incidents, problems, assets, and change processes, including a 24/7 on-call rotation.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Emirates Group
Emirates Group
3 days ago

IT Senior Operations & Support Engineer – Service Desk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Analyze, support, and resolve complex Level 1 and Level 2 incidents for Emirates Group systems while maintaining agreed service levels and KPIs. Work with internal teams and external vendors to diagnose and fix technical issues, perform root-cause analysis, and drive continuous improvement. Use ITSM tools (ServiceNow, Zendesk or similar) and observability to manage incidents, problems, assets, and change processes, including a 24/7 on-call rotation.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Address customer issues and resolve Level 1 and Level 2 incidents for Emirates Group systems to meet KPIs and minimize downtime.
  • •Proactively monitor, identify, and highlight incidents and risks to ensure IT service operations remain within agreed service levels.
  • •Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
  • •Perform root cause analysis for incidents and recurring issues, recommend improvements, and help automate analysis and incident response to improve response time.
  • •Implement and support ITIL-based incident, issue, and change management processes and participate in a 24/7 on-call rotation as an escalation point for unresolved tickets.

Key Requirements

  • •Degree or Honours (12+3 or equivalent) and 2+ years of experience in Information Technology.
  • •Extensive proven experience with systems, operations, and environments of similar size and complexity.
  • •Experience using service desk/ITSM tools and remote access/knowledge resources for incident management.
  • •Strong customer service orientation and ability to think through issues to provide solutions using different problem-solving approaches.
  • •Hands-on expertise with Windows and macOS troubleshooting, configuration, and remote support tools.
Experience:2+ years
Skills:CommunicationAnalytical thinkingProblem-solvingRoot cause analysisContinuous improvementMentoring
Certifications:ITIL foundationMicrosoft Certified - Azure FundamentalsCCNAAWS Certified Cloud PractitionerRHCSA
Tech Stack:ServiceNowZendeskITSMITILWindowsMacOSActive DirectoryEntra IDMicrosoft 365ExchangeTCP/IPDNSDHCPVPN

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