Job Purpose
The Emirates Group is looking to provide IT professionals’ opportunities to join the world of aviation and travel. Technology is evolving and applications are widely used across all the Emirates Group, which includes the world’s largest international airline Emirates, and one of the worlds largest combined air services providers, dnata. The Group is experiencing a strong recovery and demand across its businesses and is offering a range of career opportunities for skilled IT professionals to work with technologies at world-leading innovative partners in a dynamic and evolving environment.
Offering a dynamic and varied technology environment, the Group offers exciting career growth opportunities with requirements across B2C, B2B, corporate support functions, fulfilment and operations, to support its 40+ different businesses and brands in Dubai and globally. Aside from its own internal programmes, Emirates has also invested into a number of innovation programmes such as the Aviation X-Lab in partnership with GE, Airbus, Thales, and Collins Aerospace; and Intelak in partnership with Accenture, Microsoft and Dubai Tourism
To restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients. To focus on complex incident resolution as well as on resolution for critical applications. To act as technical mentor and trainer for junior staff.
JOB ACCOUNTABILITIES
- Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability.
- To identify recurring problem areas, articulating trends for root cause analysis and providing information to problem management. Ensure that assigned problems are defined and analysis inline with the Problem
- Management Process. Ensure that solutions to problems meet the architectural standards within the technology area and impact to the business is minimised.
- To be an interface with different technical teams, applications teams and Customer support team and dissipate the solutions required for all incident management and service request for all assigned business areas i.e Hotel, Airport, Galileo etc. Liaise with vendors, IT coordinators and other IT teams to ensure a high level of system availability.
- To analyze reported incident and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLOs. To complete IT service requests (like new installations, reconfigurations & moves) as per agreed SLO. To work towards resolution of incidents across various technologies & platforms.
- To update the status of an incident or service request in the tool. To make sure that they hold up to date information before acting on any incident or service request to insure that tool and relevant teams are updated. Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements.
- To provide quick fixes / workarounds / solutions to be updated in the Known Error database to 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.
- To provide required statistics and assistance to Customer Support Services Managers(s) in regular Customer services reviews.
- To implement proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. To review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.
- Ensure that the team maintain and control in auditable manner all transactions relating to receipt, storage, issue, return and re-issue of computer and server equipment. To ensure equipment deployed is auditable and appropriate action is taken when equipment is either lost, damaged or cannot be maintained in a cost effective manner.
- Carry out network infrastructure and solutions and other requested service as per the procedures provided by tech teams including EK group LAN, WAN and VPN Lines.
- Adhere to the audit & finance regulations related with asset management using the company provided processes and systems.
- Maintain the integrity of the configuration items related to the on site end users devices in the configurations management database as per EGIT policy for his responsible area.
- Ensure escalation and other sectional procedures
Qualifications & Experience
Experience in Information Technology: 5+ Years
Degree or Honours
MCSE/CCNA. Completed training courses in communications, LAN networking, and customer support aspects from a recognized vendor or training institute With 5 years of specialist technical experience, ideally within IT infrastructure, service and support management, of which at least 2 years must be in a support role. Knowledge: Industry standard server, operating system, desktop and related network Professional Skills: Incident and Problem Management Infrastructure Operations User support
UAE Driving License is desirable
Salary & 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. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.
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