Dubai IT Service & Performance Analyst

Emirates; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Travel benefits

Flight discounts

Job summary

Emirates Group's Analytics Centre of Excellence (ACoE) delivers data and analytics support to Emirates Group businesses to drive data-driven decisions. The Service Management Analyst role focuses on continuous service improvements through performance analytics, defining KPIs, and ensuring SLAs are met.

You will collaborate with incident management, application support, and IT teams to monitor services, develop dashboards, and optimize capacity and continuity planning for Emirates Group EDA

Qualifications

• Degree or Honours (12+3 or equivalent).
• 5+ Years of experience in Information Technology.
• Degree in a subject relevant to IT.
• Specialist technical experience in IT Service Delivery, including incident management.

Responsibilities

• Perform service performance analytics across incidents, problems, changes and availability.
• Develop and maintain service level KPIs and OLAs; monitor SLO adherence.
• Develop service performance dashboards and reports for Emirates Group EDA customers.
• Identify potential issues from incidents or alerts and provide cost-effective solutions.
• Coordinate with EDA/IT teams to ensure service specifications and resources meet SLOs.
• Own and maintain the service catalogue to drive standardization of production services.
• Monitor SLA/compliance and communicate progress to stakeholders.
• Support EDA Service Continuity plans and renewal terms with external suppliers.

Skills

Analytical thinking

Root cause analysis

Incident management coordination

Effective communication

Capacity planning

Education

Degree or Honours

Degree in IT

Tools

ITSM Tools (ServiceNow)

Reporting Tools (PowerBI)

Job description

Emirates Group's Analytics Centre of Excellence (ACoE) delivers data and analytics support to Emirates Group businesses to drive data-driven decisions. The Service Management Analyst role focuses on continuous service improvements through performance analytics, defining KPIs, and ensuring SLAs are met.

You will collaborate with incident management, application support, and IT teams to monitor services, develop dashboards, and optimize capacity and continuity planning for Emirates Group EDA