Job description

ITIL based processes and ITSM tools like ServiceNow or Zendesk sit at the center of how this IT Senior Operations & Support Engineer role gets done, shaping everything from incident management to change control. You analyse, support, and resolve complex incidents raised both internally and externally, recommending fixes that cut down on recurring problems rather than just patching them once. Level 1 and Level 2 incidents across Emirates Group Systems get addressed against agreed qualitative and quantitative KPIs, with minimal downtime the constant goal. Root cause analysis runs through much of the job, covering both reported incidents and recurring technical issues, feeding into performance assessments and system reliability improvements. Automation of root cause analysis and incident response tools gets built out over time, aimed at cutting response times and improving operational efficiency. Observability platforms help monitor system performance and catch anomalies before they escalate, supporting the proactive risk identification EGIT depends on. A 24/7 on-call rotation comes with the territory, with you acting as the escalation point for unresolved tickets when they arise. Technical documentation, knowledge base articles, and mentoring junior engineers round out the role, keeping knowledge moving across the team rather than staying locked in one person's head.