Emirates Group

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a System Support Supervisor and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a System Support Supervisor you will need to supervise and control on a shift basis the activities within the System control units to ensure consistent quality customer service delivery and on-time performance in line with Service Level Agreement and Standard Operating Procedures (SOP). Co-ordinate with other department and airlines in times of disruption and also interact with them for requirement that may be urgently required for operational purpose.

In this role you will:

• Plan, organise and arrange manpower 24hrs prior to the shift in-order to have sufficient staff coverage during the shift. Deploy extra manpower as and when required to cover peak periods.
• Accurate maintenance of RCCA and ensure that all flights are opened with the defined configuration and registration, edited as per airline procedures, in-order to provide local and through check-in facilities for the customer airlines.
• Closely coordinate with airline representative regarding operational changes and system disruption and update concerned systems accordingly to enable other department to plan their resources effectively.
• Supervise the proper execution of fall-back procedures in case of prolonged system outages to maintain highest possible quality of service with minimal impact to passenger convenience and OTP.
• Lead and supervise a team of system support agent. This will includes coaching, debriefing, training and PM reviews as and when required. Motivate and encourage the frontline team to generate Service Improvement Feedback (SIF).
• Ensure all adhoc charges and baggage tag details are entered in DMIS in their respective shifts to enable an accurate processing of invoicing. For any offloading of passengers, ensure corrective action is taken and information is passed to all concerned departments. Update on an ongoing basis the excess baggage rate in the system.
• In case of system outage, liaise with IT department to identify the cause and duration of outage and advice all concerned departments which will assist in planning the next course of action. Provide accurate feedback to Training and Systems controller in case of system outage. Compile Operations Report on daily basis thus identifying the shortfall areas, system problems, etc for process improvement and provide recommendation to the senior management.

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

• A level or equivalent standard of education with 4 years of experience in a similar role preferably in an Airport handling environment.

Or

• O level education with minimum 6 years of experience in a similar role preferably in an Airport handling environment.
• It is desirable to be a certified First-Aider or Fire-Warden.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

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 worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.