EDA Service Management Analyst Emirates Airlines Dubai

The EDA Service Management Analyst at Emirates Airlines in Garhoud Area opposite to Airport Terminal 3, Dubai, UAE will perform a continuous cycle of service improvements to the operational services through analysis of various operational data such as incident, problem, change, service continuity, infrastructure capacity, cost of operations, and insights from observability tools. This is an Intermediate level full time job. And salary can range between 10000-20000 AED/month.

Responsibilities of EDA Service Management Analyst

• Liaise effectively with the incident management teams, application support teams, and technical teams. To ensure all problems are investigated, diagnosed, and categorized by severity and impact criticality.
• Analyze incidents and 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 is completed successfully. Before changes to the production environment are request. 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 adhere to and support by the relevant technical teams, departments within Emirates Group as well as the external suppliers.
• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services .
• Identify and agree Service Quality Plans & KPIs with required EDA/IT teams to ensure improvement to service levels.
• Monitor compliance reports and customer scorecard feedback and investigate non-compliance incidents and implement improvement processes where appropriate.
• 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 assign, plan, development and monitor staff performance.

Requirements for Role of EDA Service Management Analyst

• Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related field.
• 5+ years’ experience within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.

Skills And Knowledge Desired

• Broad operational and infrastructure knowledge (on premise, private cloud, public cloud)
• Broad user support knowledge.
• Broad application & systems development knowledge.
• Problem management.
• Capacity management.
• Service level management.
• Enterprise Data Analytics Service continuity.
• Availability management.
• ITSM Tools (e.g. ServiceNow)
• Reporting Tools (e.g. PowerBI/MSTR)

Senior Data Engineer Emirates Airlines Dubai