IT Service Management Analyst

As an IT Service Management Analyst, you 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. As well as define, implement and maintain the service level KPIs and standards and ensure the agreed service levels are met.

In this role, you will:

• 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 proactive problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that age are resulting in recurring incidents for the business.
• Utilize analytical skills and tools in order to identify record, trends, and analyse 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 by severity and impact criticality.
• Proactively identify potential issues which might become incidents, communicate the same to line management and provide cost effective solutions in a timely fashion. Analyse incidents/alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
• 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.
• Ensure that the SLO 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. Procurement & Logistics, 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 services 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 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.