IT Service Management Analyst - Emiratisation Role

Emirates; Dubai; On-site; AED 144,000 - 216,000; Full time

Job summary

Emirates is seeking a Service Management Analyst to drive continuous service improvements through performance analytics. You will assess incidents, changes, capacity, and cost metrics, defining and monitoring KPIs and SLAs across Emirates Group IT services.

You will collaborate with incident management, application support, and technical teams to ensure root cause is found and fixes are implemented while maintaining service continuity.

Qualifications

• Degree in a subject relevant to IT or equivalent.
• 5+ years of experience in Information Technology.
• Specialist technical experience in IT Service Delivery including incident, problem, capacity, and service continuity.

Responsibilities

• Analyse incidents and problems; liaise with incident management, application support and technical teams to identify root causes.
• Proactively identify issues to prevent incidents; communicate with line management and provide cost-effective solutions.
• Conduct impact analysis, capacity planning and ensure testing of fixes before production changes.
• Develop service performance dashboards and reports for Emirates Group EDA customers with IT teams.
• Ensure SLO/SLAs are adhered to; coordinate with procurement, HR, legal and external suppliers via UC contracts.
• Maintain and update the service catalogue; align with IT strategy and architecture for EDA.
• Coordinate service specs, tools, resources, and Service Quality Plans to improve service levels.
• Monitor SLO compliance and customer feedback; investigate non-compliance and drive improvements.
• Ensure monitoring, escalation and renewal terms with external suppliers; support EDA Service Continuity plans.

Skills

Analytical thinking

Stakeholder communication

Problem solving

Incident management

Education

Degree in IT/related field

Tools

ServiceNow

PowerBI

MS Excel

Job description

Job Description

Job Purpose

At Emirates Group our Analytics Centre of Excellence (ACoE) is a centralized unit that provides data and analytics support to Emirates Group businesses. TThis allows our businesses to make better decisions by using data and analytics to understand our customers, operations, and markets.The ACoE is an essential part of Emirates Group's digital transformation strategy. The unit is helping Emirates Group to become a more data-driven organization and to make better decisions by using data and analytics.

As a Service Management Analyst, you will perform a continuous cycle of service improvements to the operational services through service performance analytics via rigorous analysis of various operational data such as incident, problem, change, service continuity, infrastructure capacity, cost of operations and insights from observability tools. Define, implement and maintain the service level KPIs and standards and ensure the agreed service levels are met.

In This Role You Will

• Utilize analytical skills and tools in order to identify record, trends, and analyse all problems that are assigned. Liaise effectively with the incident management teams, Application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed by severity and impact criticality.
• Proactively identify potential issues which might become incidents, communicate the same to line management and provide cost effective solutions in a timely fashion. Analyse incidents/alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
• Conduct detailed impact analysis capacity planning and ensure that proper testing of proposed problem fixes are completed successfully before changes to the production environment are requested. Take end to end responsibility for all proactive problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that are resulting in recurring incidents for the business.
• Work with the EDA/IT Management team of Portfolio heads, Service Managers and EDA/IT Technical Managers to develop service performance dashboards and reports for Emirates Group EDA customers.
• Ensure that the SLO and SLAs are adhered to and supported by the relevant technical teams. Report and measure service availability in line with agreed service levels. Ensure that the SLOs are supported by the relevant Emirates Group departments (e.g. Procurement & Logistics, HR, legal) through operational level agreements (OLAs), and by external suppliers via Underpinning Contracts (UCs).
• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT strategy and Architecture to ensure the service catalogue supports the strategic directions for EDA.
• Coordinate with all required EDA/IT teams to ensure services specifications, tools and resources are committed for implementing the agreed services according to SLOs. Identify and agree Service Quality Plans & KPIs with required EDA/IT teams to ensure improvement to service levels.
• Monitor SlO compliance reports and customer scorecard feedback and liaise with relevant portfolio team and Technical teams to investigate non-compliance incidents and to implement improvement processes where appropriate. Assess the financial implications of SLO violations.
• Ensure that operational monitoring, escalation and renewal terms agreed with external suppliers through UCs is adhered to and to protect the interest of Emirates Group IT in a manner consistent with the contract terms. Support and review EDA Service Continuity plans, testing and strategy for all EDA services provided to the Group, to verify their validity and efficiency.
• Where a team is assigned, plan, development and monitor staff performance. Implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group.

Qualification

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

• 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, which includes 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)

Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

Salary & benefits

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 hotels stays around the world.