Dubai Service Management Analyst — Data-Driven

Emirates

Dubai

On-site

AED 120,000 - 160,000

Full time

10 days ago

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Benefits offered by this job

Tax-free salary

Travel benefits

Job summary

Emirates Group is seeking a Service Management Analyst for Emirates ACoE in Dubai. You will drive continuous service improvements through analytics of incidents, problems, changes, and capacity, ensuring KPI and SLA targets are met.

Collaboration with incident management, IT, and business stakeholders will be central to delivering reliable, cost-effective services. You will own dashboards, reports, and service performance insights, supporting the group in a data-driven transformation while

Qualifications

Degree in IT or related field.
5+ years of IT experience.
Specialist technical experience in IT service delivery including incident, problem, capacity, service level management and service continuity.

Responsibilities

Identify issues from incidents and liaise with incident management and support teams for root cause analysis.
Develop service performance dashboards and reports for stakeholders.
Ensure SLOs/SLAs are met and supported by relevant teams and OLAs/UCs with suppliers.
Maintain and improve the service catalogue and coordinate with IT to implement service changes.
Monitor service performance and report improvements to governance teams.