Incident Manager, Emirates Airline Dubai UAE

  • Full time
  • Dubai, UAE
  • Posted 6 months ago
  • 8000-15000 AED / Month

Emirates Airline presently has a job opening for eligible candidates for the position of an Incident Manager in Dubai, UAE. Emirates connects the world to, and through, its global hub in Dubai. The airline operates Modern, Efficient and Comfortable aircrafts. Its Culturally diverse workforce delivers Award-winning services to customers across six Continents every day. As a Global Organization, Emirates Airline is committed to ethical business practices with the belief that Long‑term, successful business relationships are built on Honesty, Fairness and the Strength of products and services. Join their team in Dubai and enjoy an Attractive tax-free salary and travel benefits that are exclusive to its industry.

Job Purpose of An Incident Manager

  • To manage the Technical Operations Centre on an operational and administrative level.
  • To ensure that the incident management and operational management process are understand properly, lived and continuously improved within Emirates Group IT .
  • Ensure that staff of Technical Operations Centre are giving training on a regular basis.

Job Duties of An Incident Manager

  • To ensure that all TOC services are provided to Emirates Group and External Clients within agreed Service Level Objectives (SLOs).
  • To perform trend analysis on the various work streams of the TOC (including but not limited to inbound volumes of call, emails, and incidents reported, outbound call volumes, all departmental mailboxes and distribution lists, various web channels applicable, alerts & events, scheduled tasks, FCRs and RFCs) so that adequate staff is listing on a monthly basis for the operational processes to run smoothly.
  • Manage the relevant processes involved across the Technical Operations Centre acting as a process champion and process specialist. This includes Incident Management Process, the Operational Management process, the Monitoring Management Process and inter department processes.
  • To manage, monitor and control the staff of the TOC by ensuring that all departmental policies are properly encounter to achieve a consistently high level of service to the users.
  • Involve in the recruitment process i.e. to initiate request, put forward the justification for management, obtain the necessary approvals, co-ordinate with HR and shortlist and make the final selection of suitable candidates to efficiently perform the IM roles within the TOC
  • To manage the implementation of support for new IT products, systems and services including the validation of all handover documents and ensure it aligns with the standard TOC procedures.
  • Ensure SMART objectives are set for individuals in his / her team and help them achieve it, to maintain a competitive team spirit through a qualitative service support delivery.

What You’ll Do More?

  • To promote and manage a learning and development culture within the team where knowledge is shared and trainings are provided to not only ensure that individuals can excel within their role but are personally organized base on an the individuals needs and potential.
  • Continuously review, improvise and implement support process & procedures for existing systems in line with the departmental policies.
  • Co-ordinate with other service providers to ensure that service level agreements are encounter.
  • Ensure regular meetings with support teams are held to reduce the instances of SLO breaches.
  • Act as an escalation point (SPOC) for MITs / BITMs. Understand the changing business needs of the customers, recommend priorities and escalation procedure for implementation and give the necessary feed for formulating the SLO’s.
  • Work closely with other key process areas such as problem management and change management to ensure to discuss the status on open problems to integrate status into IM reporting and recommend Service Level improvements.

Who Can Apply?


  •  Bachelor’s degree in Information Technology or a related field.


  • 5+ years of specialist technical experience within an IT operational based environment.
  • Must have extensive proven experience in Airline systems and operations and environments.


  • Relevant industry standard certification for example in ITIL /CCNA / MCSE.


  • UAE.

Skills Desired

  • Incident and Service Desk.
  • Problem Management .
  • Infrastructure.
  • Operations .
  • User support.
  • Leadership.

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