IT Senior Support Engineer - London

About the role

Emirates is looking for an IT Senior Support Engineer in London to support its IT services for the UK and Ireland region. The role works closely with Emirates Group IT teams in Dubai so that incidents and operational activities run smoothly with minimal disruption to the business, and ensures departmental policies on operational procedures are followed.

Key responsibilities

• Ensure IT services for Emirates Group customers in the UK and Ireland are delivered within agreed Service Level Objectives (SLOs).
• Analyse trends in incidents raised in the region and recommend corrective action; identify recurring technical issues and work with Dubai teams to improve products and processes.
• Act as Process Champion for Problem and Change Management teams.
• Run end-user satisfaction surveys and develop action plans to improve the customer support experience.
• Review and improve support processes and procedures, coordinate with internal and external service providers and meet regularly with the business and support teams to reduce SLO breaches.
• Manage IT assets in the region across their full life cycle, including audits, recovery of unused items and decommissioning.
• Travel occasionally to support short-duration corporate projects in the UK and Europe.

Required profile

• University degree in an IT or business-related discipline.
• 5+ years of specialist technical experience in an IT operational environment, with extensive proven experience in airline systems and operations of similar size and complexity.
• Fluent spoken and written English.
• Legal right to live and work in the UK; applications from staff with less than 12 months' service in their current position will not be considered.

Required skills

• Relevant industry-standard certification such as ITIL, CCNA or MCSE.
• Extensive experience in airline systems and operations.