Service Management Analyst

The Emirates Group; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Emirates Group is seeking an Analytics CoE Service Management Analyst to drive data-driven improvements across IT operations. You will analyze incidents, capacity, and changes, and define KPIs and SLAs while coordinating with incident, application, and technical teams to ensure timely root-cause analyses and effective resolutions.

You will build dashboards and reports for EDA customers, monitor SLO compliance, and support continuity planning with cross-functional teams to sustain reliable

Qualifications

• Degree in IT or related field and 5+ years IT experience.
• Specialist technical experience in IT service delivery, including incident, problem, capacity, SL/OLAs and service continuity.
• Broad knowledge across IT operations and infrastructure (on premise, private/public cloud).

Responsibilities

• Perform continuous service improvements via analytics of incidents, problems, changes and observability data.
• Define, implement and maintain KPI/SLA standards and ensure service levels are met.
• Liaise with incident management, application support and technical teams to investigate and root-cause issues.
• Develop service performance dashboards and reports for Emirates Group EDA customers.
• Monitor SLO compliance and drive improvements with portfolio and vendor teams.
• Coordinate with IT strategy/architecture and ensure service catalog aligns with business goals.

Skills

Incident management

Problem management

Capacity management

Service level management

Service continuity

ITSM

Education

Degree in IT or related

Tools

ServiceNow

Power BI

MS Excel

Job description

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

Degree or Honours (12+3 or equivalent)5+ Years of experience in Information Technology.Knowledge/skills:Degree in a subject relevant to ITSpecialist technical experience, within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.Broad business domain knowledgeBroad operational and infrastructure knowledge (on premise, private cloud, public cloud)Broad user support knowledgeBroad financial knowledgeBroad application & systems development knowledgeProblem managementCapacity managementService level management.EDA Service continuityAvailability managementITSM Tools (e.g. ServiceNow)Reporting Tools (e.g. PowerBI/MSTR)