As an IT Service Management Analyst at Emirates, you'll play a crucial role in ensuring the seamless operation and continuous improvement of the production services provided to our customers. You'll work in a dynamic environment, utilizing analytical skills and innovative solutions to drive problem resolution, service continuity, and capacity planning.
Job Outline
- Problem Identification and Resolution. Utilize analytical skills to identify, record, and analyze problems. Collaborate with incident management, application support, and technical teams to investigate and implement permanent fixes within agreed Service Level Objectives (SLOs).
- Proactive Management. Proactively identify potential issues, analyze incidents/alerts, and detect and fix problems before they impact business.
- Capacity Planning. Conduct detailed impact analysis and capacity planning, ensuring the successful testing of proposed problem fixes before implementing them in the production environment.
- SLO Development and Adherence. Work with IT Management to develop and implement SLOs for Emirates IT customers. Ensure adherence to SLOs and Service Level Agreements (SLAs) supported by relevant technical teams.
- Service Catalog Management. Own and maintain the service catalog, driving standardization and rationalization of production services.
- Team Coordination. Coordinate with IT teams to ensure service specifications, tools, and resources are committed for implementing agreed services according to SLOs.
- Performance Monitoring. Monitor SLO compliance reports and customer feedback to investigate non-compliance incidents and implement improvement processes.
- Supplier Management. Ensure operational monitoring, escalation, and renewal terms with external suppliers are adhered to, protecting Emirates IT's interests.
- Team Management (if applicable). Plan, develop, and monitor staff performance, implementing strategies to enhance motivation and ensure the provision of customer-focused services.
Qualifications & Experience
- Qualifications. Degree in a relevant IT subject.
- Experience. 5+ years of experience in Information Technology and Project Management, with specialist technical experience in IT Service Delivery.
- Knowledge & Skills. Broad understanding of Business Domain, Technical Strategy and Planning, Operational and Infrastructure Knowledge, User Support, Financial Knowledge, Applications & Systems Development, Problem Management, Capacity Management, Service Level Management, IT Service Continuity, and Availability Management.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and exclusive travel benefits, including discounts on flights and hotel stays worldwide. Learn more about our employee benefits and the cosmopolitan lifestyle in Dubai on our website.