IT Service Management Analyst

Job Purpose: 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. Job Outline:
-Utilize analytical skills and tools in order to identify records, and trends,
and analyze all problems that are assigned. Liaise effectively with the
incident management teams, Application support teams, and technical teams to
ensure all problems are investigated, and diagnosed, and have root cause
analysis performed by severity and impact criticality. -Proactively identify
potential issues that 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 age are resulting in recurring incidents for the business. -Work with the
IT Management team of Portfolio heads, Service Managers and IT Technical
Managers to develop service performance dashboards and reports for Emirates
Group IT 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 IT. -Coordinate with
all required 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 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 IT Service Continuity plans, testing and strategy for all IT 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.
Qualifications & Experience: Knowledge/skills: -‎5+ Years of experience, Degree
or Honours (‎12+‎3 or equivalent) in 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 - IT Service continuity - Availability management -
ITSM Tools (e.g. ServiceNow) - Reporting Tools (e.g. PowerBI)
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. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.