IT Operations and Support Engineer - Database and Integration

Job description / Role

Job purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers 'Fly Better'. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world's largest international airline and become a vital part of our cutting-edge information and technology team as an IT Operations & Support Engineer - Database & Integration.

The IT Operations & Support Engineer - Database & Integration will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and external clients. As well as being the single point of contact (SPOC) for the assigned incident resolution and service requests.

In this role, you will:

• Address and resolve customer issues to provide a superior service to our internal and external customers, ensuring that the service provided aligns with the specific qualitative or quantitative targets and key performance indicators of the task.
• Analyse reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed SLO and to complete IT service requests.
• Update the status of an incident or service request in the tool. Ensure they hold up-to-date information before taking action on any incident or service request. Ensure that the tool and relevant team are updated.
• Set expectations for the customer based on agreed SLOs (timeframes and format).
• Provide quick fixes, workarounds, and solutions to be updated in the known error database to the Problem Management Team. Identify recurring problem areas and articulate trends for root cause analysis. Liaise with problem management to provide a more permanent solution to problems. Proactively identify and highlight issues to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices or project management, as outlined in the departmental work practices. Customer satisfaction feedback must be obtained after every project.
• Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
• Adhere to IT policy, standards and procedures, and the audit and finance regulations.
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT policy for the responsible area.

Qualification

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

• Bachelor's degree or (12+3 or equivalent).
• 4+ years of experience in Information Technology.

Knowledge and skills:

• 2 years of integration product support experience covering technologies such as TIBCO suite products (EMS, BW, BW6, BW Container Edition, ActiveSpaces), IBM WebSphere MQ, Jenkins.
• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience of working accurately and confidently with IT Service Management tools. Thorough understanding of ITIL framework.
• Working experience in observability platforms like Splunk, Zabbix, AppDynamics.
• Hold expertise in microservices, event-driven solutions, API Gateway products like APIGEE, integration solutions in cloud (IPaaS like Snaplogic) and data streaming platforms like Kafka and Solace.
• Extensive Oracle database administration experience in DBA function for large organizations.
• Advanced knowledge in Oracle database architecture and features, both in private and public cloud environments.
• Experience with Oracle ADG, Enterprise Manager, Oracle Golden Gate.
• Expert in performance tuning, capacity management and troubleshooting large Oracle DB deployments with continuous availability requirements.
• Experience with distributed SQL databases - Yugabyte, MariaDB, CockroachDB.

Join our Technology Command Center (TCC) where you will serve as the nerve center of our IT operations, operating 24/7 to drive major incident management and resolution. Our TCC team manages real-time technical and business communications, ensuring rapid responses to IT crises and critical issues. We provide specialized CritSit support for applications facing recurring failures and maintain meticulous monitoring of TCC operations to uphold optimal service levels.

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 hotel stays around the world. Find out what it's like to live and work in our fast-paced, cosmopolitan home city.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.