Overview
IT Service Management Analyst Jobs in Dubai, UAE at The Emirates Group
JobPurpose:
At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates Group IT thrives on thedynamicnature of technology. Being pioneers in aviationinnovation, we’re always at the forefront, pushing boundaries. We’re on the lookout for exceptional IT professionals to fortify our position as leaders in the industry.
Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team as IT Service Management Analyst.
Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fosteringcontinuous improvement, we invite you to apply and contribute to the success of Emirates Group.
TheIT Service Management Analystwill 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.
In this role you will:
Collaborate with respective pillar heads to own and drive all Service Improvement Programs and initiatives within the Tech Ops department. Take accountability for ensuring the on-time delivery of these initiatives and their successful post-go-live value realization.
Partner with the architecture team and Tech Ops pillar heads to define, own, and maintain the Tech Ops strategy and three-year roadmap. Ensure that the Tech Ops strategy is effectively embedded within the roadmap of each pillar, aligning objectives and priorities across the department.
Coordinate with support functions such as Procurement, HR, and Legal to secure the necessary support for all Tech Ops initiatives. Engage these teams early in the process, provide timely updates, and ensure their alignment to enable smooth and efficient execution.
Utilizeanalytical skillsand tools to identify patterns and trends of all the service disruptions and analyse all problems that are assigned. Liaise effectively with the product and other Tech Ops teams to ensure the problems are effectively investigated and closed on time.
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.
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.
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 ex…
Title: IT Service Management Analyst
Company: The Emirates Group
Location: Dubai, UAE
Category: IT/Tech, Management
