Senior IT Infrastructure & Service Excellence Analyst

Roads and Transport Authority; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Roads and Transport Authority in Dubai is seeking an experienced IT infrastructure specialist to execute advanced technical, quality, and process responsibilities that support, monitor, and improve IT operations.

You will apply ISO 20000 and ITIL frameworks, coordinate with IT Managed Services vendors, ensure contractual SLAs, monitor KPIs, and drive continual service improvement to maximize infrastructure value.

Qualifications

• Experience in IT service management and ITIL/ISO 20000 aligned programs.
• Proven ability to coordinate vendors and manage SLAs.
• Strong focus on quality assurance and process improvement.

Responsibilities

• Contribute to quality assurance programs aligned with ISO 20000 and ITIL.
• Support IT infrastructure strategies, ensuring best practices and compliance.
• Evaluate technologies and vendors to align with IT plans.
• Provide technical and process support to managed services vendors to meet SLAs.
• Monitor infra KPIs, audits, and be proactive in service improvements.

Skills

ITIL frameworks

Vendor coordination

Quality assurance

Service management

Education

Bachelor's degree in related field

Master's degree in related field

Job description

Roads and Transport Authority in Dubai is seeking an experienced IT infrastructure specialist to execute advanced technical, quality, and process responsibilities that support, monitor, and improve IT operations.

You will apply ISO 20000 and ITIL frameworks, coordinate with IT Managed Services vendors, ensure contractual SLAs, monitor KPIs, and drive continual service improvement to maximize infrastructure value.