مطلوب IT Service Management Analyst

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

Key Responsibilities

• 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

• Reporting Tools (e.g. PowerBI/MSTR)

Requirements & Qualifications

• In this role you will: Utilize analytical skills and tools in order to identify record، trends، and analyse all problems that are assigned

• Degree or Honours (12+3 or equivalent) 5+ Years of experience in Information Technology. Knowledge/skills

• Utilize analytical skills and tools in order to identify record، trends، and analyse all problems that are assigned

• Knowledge/skills

Benefits & Conditions

• 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 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.

• 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.

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

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

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

The unit is helping Emirates Group to become a more data-driven organization and to make better decisions by using data and analytics.

Define، implement and maintain the service level KPIs and standards and ensure the agreed service levels are met.

In this role you will

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.

Analyse incidents/alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.

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.

Procurement & Logistics، HR، legal) through operational level agreements (OLAs)، and by external suppliers via Underpinning Contracts (UCs).

Liaise with IT strategy and Architecture to ensure the service catalogue supports the strategic directions for EDA.

Identify and agree Service Quality Plans & KPIs with required EDA/IT teams to ensure improvement to service levels.

Assess the financial implications of SLO violations.

Support and review EDA Service Continuity plans، testing and strategy for all EDA services provided to the Group، to verify their validity and efficiency.

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

Degree or Honours (12+3 or equivalent)

5+ Years of experience in Information Technology.

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