Management Analyst IT Service Emirates Group Dubai

Emirates Group is currently accepting applications from desirous candidates for the role of Management Analyst IT Service in Dubai. Do you want to play a part in Emirates’ journey to fly better and become a part of their expanding  services? Join them in cosmopolitan Dubai and make your mark on the aviation world by taking Emirates to the next level.

Role of Management Analyst IT Service

Perform a continuous cycle of service improvements to the operational services through service performance analytics via rigorous analysis of various operational data. He/ She will define, implement, and maintain the service level KPIs and standards.

Responsibilities of Management Analyst IT Service

• Identify records, 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.
• Identify and analyze potential issues from observability tools. Communicate the same to line management, and provide cost-effective solutions in a timely fashion.
• Conduct detailed impact analysis capacity planning. Ensure successful completion of proper testing of proposed problem fixes. Take end-to-end responsibility for all proactive problems, ensuring continuous progress updates are communicated to the key stakeholders. Escalate problems that age 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.
• 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 to implementing the agreed services according to SLOs. Identify and agree on Service Quality Plans & KPIs with required IT teams to ensure improvement to service levels.
• Monitor SlO compliance reports and customer scorecard feedback. Liaise with relevant teams to investigate non-compliance incidents and implement improvement processes. Assess the financial implications of SLO violations.
• Ensure adherence to operational monitoring, escalation, and renewal terms agreed with external suppliers. 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.

Education & Experience

• Bachelor’s / Honors degree.
• 5+ years Specialist technical experience, within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.

Knowledge & Skills

• 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 skills.
• Capacity management skills.
• Service level management.
• IT Service continuity.
• Availability management.
• Understanding of ITSM Tools (e.g. ServiceNow).
• Knowledge of Reporting Tools (e.g. PowerBI).

IT Service Infrastructure Manager, DHL UAE