IT Operations Support Specialist

1 week ago


Dubai, Dubai, United Arab Emirates Emirates Full time
Job Summary

We are seeking a highly skilled IT Operations Support Specialist to join our team at Emirates. As an Application Support Engineer, you will play a critical role in ensuring the smooth operation of our IT systems and providing exceptional support to our customers.

Key Responsibilities
  • Incident Management: Analyze and resolve customer issues in a timely and efficient manner, ensuring that our service meets the highest standards of quality and reliability.
  • Problem Solving: Investigate reported incidents and provide effective solutions to enable users to resume their work with minimal disruption.
  • Communication: Update the status of incidents and service requests in our tool, ensuring that all stakeholders have up-to-date information.
  • Customer Expectations: Set realistic expectations with customers based on agreed Service Level Objectives (SLOs), ensuring that they are informed and satisfied with the level of service provided.
  • Knowledge Management: Provide quick fixes, workarounds, and solutions to be documented in our Known Error Database, enabling the Problem Management Team to identify recurring issues and trends.
  • Project Management: Ensure that deployment projects are carried out using best practices of Project Management, as outlined in our departmental Work Practices, and obtain satisfactory customer feedback.
  • Collaboration: Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability and adherence to IT Policy, Standards & Procedures.
  • Configuration Management: Maintain the integrity of configuration items in our Configuration Management Database, as per EGIT Policy.
Requirements
  • Education: Bachelor's degree in Information Technology.
  • Experience: 3+ years of experience in Information Technology Communication.
  • Training: Training courses in communication, application support, and customer support aspects from a recognized vendor or training institution.
  • Industry Experience: Experience in the computer and communication industry as a support engineer dealing with application support.

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