Data-Driven Service Management Analyst

Emirates; Dubai; On-site; AED 300,000 - 420,000; Full time

Benefits offered by this job

Travel benefits

Flights and hotel discounts

Job summary

Emirates is seeking a Service Management Analyst to drive continuous service improvements through performance analytics of incidents, problems, changes, and continuity. You will define and maintain service level KPIs and ensure agreed service levels are met, coordinating with incident, application support, and technical teams.

You will develop dashboards and reports with EDA/IT leadership, ensuring SLO adherence, engaging with procurement, HR, and legal as needed, and owning the service

Qualifications

• Degree or Honours (12+3 or equivalent).
• 5+ years of experience in Information Technology.
• Knowledge/skills: Degree in a subject relevant to IT.
• Specialist technical experience within IT Service Delivery environment, including incident, problem, capacity, service level management and service continuity experience.
• Broad business domain knowledge.
• Broad operational and infrastructure knowledge (on premise, private cloud, public cloud).
• Broad user support knowledge.
• Broad financial knowledge.
• Broad application & systems development knowledge.
• Problem management.
• Capacity management.
• Service level management.
• EDA Service continuity.
• Availability management.
• ITSM Tools (e.g. ServiceNow).
• Reporting Tools (e.g. PowerBI/MSTR).

Responsibilities

• Utilize analytical skills to identify records, trends, and analyze problems; liaise with incident management and support teams to ensure RCA.
• Proactively identify issues and communicate with line management; provide cost-effective solutions; analyze incidents/alerts from observability tools.
• Conduct impact analysis and capacity planning; ensure testing before production changes; own proactive problems until permanent resolution; escalate recurring issues.
• Work with Portfolio heads and Service Managers to develop service performance dashboards and reports for Emirates Group EDA customers.
• Ensure SLO/SLAs are adhered to; report and measure service availability; coordinate with departments and external suppliers via OLAs/UCs.
• Own and maintain the service catalogue; align with IT strategy and architecture for EDA.
• Coordinate with EDA/IT teams to ensure service specs, tools, and resources; agree on Service Quality Plans & KPIs.
• Monitor SLA compliance reports and customer feedback; investigate non-compliance and implement improvements; assess financial impact of SLO violations.
• Ensure monitoring, escalation, and renewal terms with external suppliers via UCs; support EDA Service Continuity plans and testing.
• If leading a team, plan and monitor staff performance; introduce strategies to maintain motivation and deliver customer-focused services.

Skills

Incident management

Problem management

Capacity management

Service level management

Data analysis

Stakeholder communication

Observability

PowerBI

Stakeholder management

Education

Degree in IT

Honours (12+3) or equivalent

Tools

ServiceNow

Power BI

Monitoring tools

Job description

Emirates is seeking a Service Management Analyst to drive continuous service improvements through performance analytics of incidents, problems, changes, and continuity. You will define and maintain service level KPIs and ensure agreed service levels are met, coordinating with incident, application support, and technical teams.

You will develop dashboards and reports with EDA/IT leadership, ensuring SLO adherence, engaging with procurement, HR, and legal as needed, and owning the service