IT Service Management Analyst

Job Purpose: Perform a continuous cycle of service improvement to the
production services that we provide to our customers through rigorous problem,
service continuity, availability and capacity planning and management. Define
and implement Service Level Objectives (SLOs) and ensure the agreed service
levels are met. Job Outline: * Utilize analytical skills and tools in order to
identify record, 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, diagnosed, have root
cause analysis performed and permanent fixes implemented within the agreed
terms of the SLO ensuring that these are prioritized by severity and impact
criticality. * Update the known error database with available interim
solutions, and provide a monthly report to the line manager. Proactively
identify potential issues which might become incidents, communicate the same
to line management, and provide cost effective solutions in a timely fashion.
Analyze incidents/alerts from EMS 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
problems until permanent resolution ensuring that continuous progress updates
are communicated to the key stakeholders. Escalate problems that age and are
resulting in recurring incidents for the business. * Work with the IT
Management team of BITMs, ASMs and IT Technical Managers to develop SLOs for
Emirates IT customers. Translate the business needs of the customer as defined
by the BITM into technical requirements for service delivery infrastructure
and liaise with the delivery teams to develop a design which uses standard
services wherever possible. * Ensure that the SLOs 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. P&L, 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 service 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 MITs, BITMs 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 interests of
Emirates 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, develop 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: Information Technology, Project Management: ‎5+
Years Degree or Honours (‎12+‎3 or equivalent): Degree in a subject relevant to
IT. Specialist technical experience, within an IT Service Delivery
environment, which includes problem, capacity, service level management, and
service continuity experience Knowledge/skills: Broad Business Domain
Knowledge Technical Strategy and Planning Broad Operational and Infrastructure
Knowledge Broad User Support knowledge Broad financial knowledge Broad
Applications & Systems Development knowledge Problem Management Capacity
Management Service Level Management IT Service Continuity Availability
Management Sensitive Role: No
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.