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IT Operations

2 months ago

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

Emirates Group is seeking a highly skilled IT Operations & Support Specialist to join our team in Dubai. As an IT Operations & Support Specialist, you will be responsible for ensuring smooth IT service operations for Emirates Group and external clients, minimizing disruptions and acting as the primary point of contact for incident resolution and service requests.

Key Responsibilities
  1. Incident Management: Address customer issues and resolve them to provide a superior service to our customers both internal and external.
  2. Service Delivery: Ensure that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
  3. Problem Analysis: Analyze reported incidents and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
  4. Service Request Management: Update the status of an incident or service request in the tool. To make sure that they hold up-to-date information before action on any incident or service request. To ensure that the tool and relevant team are updated.
  5. Customer Communication: Set expectations for the customer based on agreed SLOs (timeframes and format).
  6. Root Cause Analysis: Provide quick fixes/workarounds/solutions to be updated in the Known error database to the Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
  7. Project Management: Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
  8. Vendor Management: Liaise with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
  9. Compliance: Adhere to IT Policy, Standards & Procedures, and the audit & finance regulations.
  10. Configuration Management: Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.
Requirements

To be considered for this role, you must meet the below requirements:

  • Qualifications: Bachelor's degree or 12 years of schooling. 4+ Years Experience in Information Technology Communication.
  • Knowledge/skills:
    • Training courses in communication, application support, and customer support aspects from a recognized vendor or training institution.
    • Experience in the computer and communication industry as a support engineer dealing with application support.
    • Ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
    • Knowledge of using PCs and Peripherals as well as other office tools such as MS Office and Outlook.
    • Service desk & Incident Management.
    • Problem Management Infrastructure Operations.
    • ITIL certification, Database experience (SQL/Oracle), and Application (Java) Support experience are preferred.
Working Conditions

This position entails operating on a rotational shift basis, ensuring continuous coverage 24 hours a day, 7 days a week.

Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.