IT Senior Operations & Support Engineer – Middleware Support Jobs in Dubai – Emirates Group

IT Senior Operations & Support Engineer – Middleware Support jobs in Dubai are open at the Emirates Group, with the airline group hiring for its IT team at its Dubai hub. The role sits within Emirates Group IT (EGIT) and supports the integration platforms that keep the group’s airline, airport and travel systems talking to each other. The closing date is 27 November 2026.

Middleware is the software layer that connects the Emirates Group’s many systems — bookings, check-in, baggage, cargo, loyalty and back-office applications — so that data moves reliably between them. When an integration fails, passengers and staff feel it immediately. This role exists to keep that layer healthy: analysing and resolving complex incidents, monitoring system performance around the clock, and working with internal teams and external vendors to stop the same problems coming back.

About the Emirates Group

The Emirates Group is one of the world’s largest aviation and travel services groups, headquartered in Dubai. Its businesses include Emirates, the world’s largest international airline, and dnata, one of the largest air and travel services providers globally. The group’s IT organisation supports operations across dozens of countries, running the systems behind flight operations, passenger services, cargo, catering, ground handling and corporate functions.

Working in Emirates Group IT means supporting systems at very large scale. The group’s platforms handle millions of bookings and transactions, and the middleware layer — integration brokers, message queues, API gateways and event streaming — is what holds them together. Engineers in this team work with modern integration and observability tooling and are expected to keep services running to agreed service levels, day and night.

IT Senior Operations & Support Engineer – Middleware Support: role overview

The IT Senior Operations & Support Engineer – Middleware Support is a senior support role for the group’s integration platforms. The engineer analyses, supports and resolves complex incidents raised both internally and externally, and recommends solutions that reduce recurring incidents. The work covers the full incident lifecycle: detection, diagnosis, resolution, root cause analysis and prevention.

The role is based in Dubai and involves a 24/7 on-call rotation, acting as an escalation point for unresolved tickets. It also involves continuous improvement work — using observability platforms to spot anomalies early, automating root cause analysis and incident response, and driving adoption of ITIL-based incident, problem and change management processes.

Key responsibilities

The main duties of the role, as stated on the official Emirates Group posting, are:

• Analyse, support and resolve complex incidents raised both internally and externally, and recommend solutions to reduce recurring incidents.
• Proactively monitor, identify and highlight incidents and risks so IT service operations remain within agreed service levels and the impact on business operations is minimised.
• Address customer issues and resolve Level 1 and Level 2 incidents for Emirates Group systems, ensuring minimal downtime and meeting specific qualitative and quantitative targets and KPIs, working with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Use ITSM tools such as ServiceNow, Zendesk or similar platforms to manage incidents, problems, assets and change processes effectively.
• Perform root cause analysis of reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance system reliability.
• Contribute to the automation of 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 affect services provided by Emirates Group IT, and use observability platforms to monitor system performance and anomalies.
• Implement and support ITIL-based incident, problem and change management processes while ensuring compliance with company cybersecurity, data protection, company policies and industry regulations and best practices.
• Assist in deploying, configuring and upgrading IT systems to ensure optimal performance.
• Take part 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.
• Manage multiple priorities effectively by applying strong communication, analytical and problem-solving skills.

Requirements and qualifications

To be considered for this IT Senior Operations & Support Engineer role, candidates need:

• A degree or honours (12+3 or equivalent).
• At least 2 years of experience in Information Technology.
• Integration product support experience in TIBCO, SOLACE and WebSphere MQ.
• Expertise in microservices, event-driven solutions and API Gateway products such as APIGEE and KONG.
• Experience with cloud integration (iPaaS such as SnapLogic) and data streaming platforms such as Kafka and Solace.
• Practical, hands-on experience with observability platforms such as Splunk, Dynatrace, Zabbix, AppDynamics and Datadog, and cloud platforms such as AWS and Azure.

The role is an individual contributor position — the official posting states the leadership role is “No” — but mentoring junior engineers and leading knowledge transfer are part of the job. Strong communication skills matter, because the engineer works across internal teams, vendors and business users, and must explain complex technical issues clearly.

What the Emirates Group offers

The official posting states: “Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world.” No salary figure is stated on the posting, so none is given here. The role is based in Dubai, at the group’s hub.

How to apply for the IT Senior Operations & Support Engineer job in Dubai

Applications are made directly on the Emirates Group careers website. Candidates should prepare a CV that shows their integration support experience — TIBCO, Solace, WebSphere MQ, Kafka, API gateways and observability tools — and examples of incidents they resolved and improvements they drove. The posting closes on 27 November 2026, so applications should be submitted before that date.

Apply here on the official Emirates Group careers page: IT Senior Operations & Support Engineer – Middleware Support – Emirates Group Careers.

Only applications made through the official careers page are considered. The Emirates Group never charges candidates for recruitment, and job seekers should be wary of anyone asking for payment in connection with an Emirates Group job.

Frequently asked questions

Where is this job based?
Dubai, UAE, at the Emirates Group’s hub. The official posting describes the role as part of Emirates Group IT in Dubai.

What is the closing date?
27 November 2026, as stated on the official Emirates Group careers posting (job reference 24434).

How much experience do I need?
At least 2 years of experience in Information Technology, including integration product support experience in TIBCO, SOLACE and WebSphere MQ.

Does the role involve shift work?
Yes. The role takes part in a 24/7 on-call rotation and acts as an escalation point for unresolved tickets.

Is a salary stated?
No. The posting mentions an attractive tax-free salary and travel benefits, including discounts on flights and hotel stays, but no salary figure is given.