IT Senior Support Engineer - London

Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally-friendly and technologically advanced fleet of over 250 aircraft.

Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

To ensure that the incident management and operational management process are understood, lived and continuously improved in collaboration with Emirates Group IT teams based in Dubai and ensuring that operational activities are carried out with minimal interruption to the business.

• Ensure that all departmental policies governing operational procedures are properly met to achieve a consistently high level of service to the customers.
• Ensure that the incident management and operational management process are understood, lived and continuously improved in collaboration with Emirates Group IT teams based in Dubai, ensuring that operational activities are carried out with minimal interruption to the business.
• Ensure all departmental policies governing operational procedures are properly met to achieve a consistently high level of service to the customers.
• To ensure all IT Services are provided to Emirates Group customers in the UK and Ireland region within agreed Service Level Objectives (SLOs).
• Perform trend analysis on Incidents raised in the UK and Ireland region and recommend corrective action to minimise same.
• Identify opportunities for improvement through the identification of recurring technical issues, take ownership and closely work with IT teams in Dubai to drive product and process improvement.
• Assist Problem and Change Management teams and act as Process Champion.
• Perform end-user satisfaction surveys and develop action plans to address areas needing improvement to ensure a positive customer support experience built on communication, problem solving and timely resolution of service disruptions.
• Continuously review, improvise and implement support processes & procedures for existing systems, in line with departmental policies and co-ordinate with internal and external service providers to ensure that Service level agreements are met.
• Conduct regular meetings with the business, support teams and external service providers to reduce instances of SLO breaches and identify opportunities for service improvements.
• Guide and collaborate with other service providers in the country to deliver their services effectively.
• Ensure all IT assets in the assigned region are well managed over the full life cycle – Local purchase, audited on regular basis and items not in use recovered, decommissioned or disposed of as per corporate policies and best practices of the region.
• Must be willing to travel and assist with short duration Emirates Group corporate projects in the UK and European region as directed by management in UK or HQ.