Technical Support Lead in Abu Zaby [Abu Dhabi], United Arab Emirates

at Etihad Airways

Airline / Aviation
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

This newly created position is a part of the IT Delivery team to support the Etihad website.  The purpose of the IT Technical Support Lead role is o manage teams that perform operational IT activities, e.g. monitoring and running scheduled tasks; manage teams that respond to critical incidents raised on the web-site and ensure that all team activities comply with Etihad processes and governance.


  • Accountable for the actions and results of the teams that respond to critical incidents raised on the web-site.
  • Responsible for managing all phases of the response to incidents raised against the web-site.  These include:
    • Incident understanding/requirements capture
    • Resolution design
    • Development
    • Testing
    • Deployment
  • Responsible for ensuring all documentation that describes the web-site being accurately maintained in response to changes.
  • Accountable for ensuring that the teams work in compliance with an agreed, documented and repeatable approach.
  • Responsible for the actions and results of the team that perform operational IT activities, e.g. monitoring and running scheduled tasks.
  • Responsible for ensuring that the response to incidents complies with Etihad governance, e.g. ensuring that Change Advisory Board approval is received before a deployment is made.
  • Managing the effective incident communication to resolution ensuring progress and issues are escalated to the Head of Project Delivery
  • Responsible for engaging with the Business Relationship Manager to put in place and provide appropriate communication to stakeholders in the IT Application.


  • 5 to 10 years of experience in developing enterprise web and business-critical applications.
  • University degree in Computer Science, or related technical discipline.
  • ITIL Foundation / Practitioner certification (Release and Control, Support and Restore, Agree and Define).
  • ITIL Service Manager Certification is desirable.
  • Experience of working overseas in a multi-cultural environment.
  • Proven ability to work as part of a team with ability to work closely with business teams.
  • Understanding of IT systems development/implementation lifecycle and approaches.
  • Good knowledge of current and upcoming technologies, IT products in web/airline/travel/corporate Finance/HR space.
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