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- Tasks: Ensure smooth IT operations and improve incident management processes.
- Company: Join Emirates, a leading airline with an award-winning fleet and a commitment to sustainability.
- Benefits: Enjoy competitive salaries, excellent working conditions, and potential remote work options.
- Why this job: Be part of a dynamic team focused on innovation and customer satisfaction in the aviation industry.
- Qualifications: University degree in IT, 5+ years experience, and relevant certifications required.
- Other info: Willingness to travel for short-term projects across Europe is essential.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Job Purpose
Emirates, a winner of more than 500 international awards, operates one of the aviation world\’s youngest, most environmentally-friendly, and technologically advanced fleets of over 250 aircraft. Its rapidly expanding network spans 145 destinations across Europe, North America, South America, the Middle East, Africa, the Indian subcontinent, and Asia Pacific. The airline is employee-focused, committed to providing staff with excellent working conditions and competitive salaries.
The role involves ensuring that incident management and operational processes are well-understood, actively followed, and continuously improved in collaboration with Emirates Group IT teams based in Dubai. The goal is to ensure operational activities are carried out with minimal disruption to the business.
Responsibilities include ensuring departmental policies on operational procedures are properly followed to maintain high service levels for customers.
- Ensure all IT services are delivered to Emirates Group customers in the UK and Ireland within agreed Service Level Objectives (SLOs).
- Perform trend analysis on incidents raised in the UK and Ireland, recommending corrective actions to minimize recurrence.
- Identify opportunities for improvement through recurring technical issues, taking ownership, and working closely with IT teams in Dubai to enhance products and processes.
- Assist Problem and Change Management teams and act as a Process Champion.
- Conduct end-user satisfaction surveys and develop action plans to improve customer support, focusing on communication, problem-solving, and timely resolution of issues.
- Review, improve, and implement support processes and procedures for existing systems, coordinating with internal and external service providers to meet SLAs.
- Hold regular meetings with business, support teams, and external providers to reduce SLA breaches and identify service improvement opportunities.
- Guide and collaborate with other service providers in the country for effective service delivery.
- Manage all IT assets in the assigned region throughout their lifecycle, including local purchases, audits, and disposal in accordance with policies and best practices.
- Willingness to travel and assist with short-term Emirates group projects in Europe as directed by UK or Dubai management.
Qualifications
- University degree in IT or a related business discipline.
- 5+ years of specialist technical experience in an IT operational environment.
- Extensive proven experience in airline systems and operations of similar size and complexity.
- Relevant industry certifications such as ITIL, CCNA, or MCSE.
- Fluent in spoken and written English.
Applicants must have the legal right to live and work in the UK. The company does not assist with obtaining work permits.
Salary & Benefits
To be discussed at the interview. Competitive benefits included.
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IT Senior Support Engineer - London employer: The Emirates Group
Contact Detail:
The Emirates Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Senior Support Engineer - London
✨Tip Number 1
Familiarise yourself with Emirates' operational processes and IT systems. Understanding their specific technologies and how they manage incident resolution will give you an edge during discussions.
✨Tip Number 2
Network with current or former employees of Emirates, especially those in IT roles. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 3
Prepare to discuss your experience with trend analysis and problem management. Be ready to share specific examples of how you've improved service delivery in previous roles, as this aligns closely with the job responsibilities.
✨Tip Number 4
Showcase your willingness to travel and adapt to different environments. Highlight any past experiences where you've successfully managed projects across regions, as this is a key aspect of the role.
We think you need these skills to ace IT Senior Support Engineer - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and operational environments. Emphasise your technical skills, particularly those related to airline systems, and include any industry certifications like ITIL or CCNA.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your experience with incident management and operational processes, and how you can contribute to Emirates' commitment to high service levels.
Showcase Problem-Solving Skills: In your application, provide examples of how you've identified opportunities for improvement in previous roles. Highlight any experience you have with conducting end-user satisfaction surveys and developing action plans.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Senior Support Engineer role.
How to prepare for a job interview at The Emirates Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an IT Senior Support Engineer. Familiarise yourself with incident management processes and how they apply to Emirates Group's operations, especially in relation to their IT services in the UK and Ireland.
✨Showcase Your Experience
Prepare to discuss your 5+ years of experience in IT operational environments. Highlight specific examples where you've successfully managed incidents or improved processes, particularly in airline systems or similar industries.
✨Demonstrate Problem-Solving Skills
Be ready to provide examples of how you've identified recurring technical issues and implemented corrective actions. This will show your proactive approach and ability to work closely with teams to enhance products and processes.
✨Prepare for Technical Questions
Expect technical questions related to ITIL, CCNA, or MCSE certifications. Brush up on relevant concepts and be prepared to explain how you've applied these in real-world scenarios, especially in relation to service level objectives and customer satisfaction.