Job Description

Job Summary
The IT Senior Operations & Support Engineer - Mainframe Operations will analyse, support, and resolve complex incidents raised both internally and externally, and recommend solutions to reduce the number of recurring incidents to the technical team. Proactively monitor, identify, and highlight incidents and risks to ensure that IT Service Operations remain within the agreed service levels and minimize the adverse impact on business operations.
In this role, you will:

• Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators(KPIs).
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes effectively.
• Perform root cause analysis of the reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance the system reliability. Contribute to the automation of the root cause analysis and incident response tools to improve response time and operational efficiency.
• Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT. Utilise observability platforms to monitor system performance and anomalies.
• Implement and support ITIL-based incidents, issues and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations and best practices.
• Assist in deploying, configuring, configuring and upgrading IT systems to ensure optimal performance.
• Partake in a 24/7 on-call rotation, acting as an escalation point for unresolved tickets and providing timely solutions.
• Develop and maintain technical documentation, create knowledge-base articles, carry out knowledge transfer sessions, and mentor junior engineers to encourage a culture of continuous learning and knowledge sharing.
• Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.

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

• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.

Knowledge/Skills:

• Operational and Support experience in Mainframe technology IBM Z series IBM Storage OS390 LPARs.
• Practitioner/Professional level certification in IBM zOS.
• Experience with mainframe related tools and utilities like TSOISPF RACF or zOS Connect.
• Experience in monitoring consoles for any critical alerts and responding to the WTORs.
• Monitoring critical batch job analysing late jobs and fixing job abends and take corrective actions.
• Working experience in Observability platforms like Splunk Zabbix AppDynamics.
• Working experience in ITSM tools like ServiceNow. Thorough understanding of ITIL framework.
• 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.
• Experience working in Service desk - Incident Management Problem Management Infrastructure Operations domains.

Skills Required