Service Performance & ITSM Analyst

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

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.