IT Service Management Analyst

Job Description

The IT Service Management Analyst will 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 TechOps 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 TechOps pillar heads to define, own, and maintain the TechOps strategy and three-year roadmap. Ensure that the TechOps 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 TechOps initiatives. Engage these teams early in the process, provide timely updates, and ensure their alignment to enable smooth and efficient execution.
• Utilize analytical skills and 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 TechOps 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.
• Liaise with support departments like Procurement, HR & Legal to ensure sufficient level of support is obtained for all the TechOps initiatives in scope.
• 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 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

Qualifications:

• Degree or Honours (12 +3 or equivalent) in Information Technology/IT Security/Other.
• Minimum of 5+ Years of relevant experience in the field.

Knowledge/skills:

• Degree in a 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 operational and infrastructure knowledge (on premise, private cloud, public cloud).
• Broad user support knowledge.
• Broad application & systems development knowledge.
• Service level management expertise.
• IT Service continuity.
• ITSM Tools (e.g. ServiceNow)
• Reporting Tools (e.g. PowerBI).