Service Management Analyst - (Emiratisation)

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical skills","Problem management","Capacity planning","Stakeholder communication","Root cause analysis"]

Support Emirates Group’s Analytics Centre of Excellence by driving continuous service improvements using incident, problem, change, and observability data. Define and maintain SLO/SLAs and service-level KPIs, ensure service availability reporting, and coordinate root-cause analysis with incident, application support, and technical teams. Own proactive problem follow-up through testing and production change readiness, develop service performance dashboards, and maintain the service catalogue to standardize and rationalize services.

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FursaFursa
Emirates Group
Emirates Group
1 day ago

Service Management Analyst - (Emiratisation)

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Last checked: 4 hours agoStatus: Live

Job Summary

Support Emirates Group’s Analytics Centre of Excellence by driving continuous service improvements using incident, problem, change, and observability data. Define and maintain SLO/SLAs and service-level KPIs, ensure service availability reporting, and coordinate root-cause analysis with incident, application support, and technical teams. Own proactive problem follow-up through testing and production change readiness, develop service performance dashboards, and maintain the service catalogue to standardize and rationalize services.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Perform continuous service improvement using operational data (incidents, problems, change, service continuity, capacity, cost) and observability insights.
  • •Define, implement, and maintain SLO/SLAs, service-level KPIs, and service availability reporting; ensure adherence through technical teams, OLAs, and underpinning contracts.
  • •Lead investigation of assigned problems with incident management, application support, and technical teams, including severity/impact RCA.
  • •Conduct impact analysis and capacity planning for proactive problems; ensure testing for proposed fixes and coordinate production change requests.
  • •Develop service performance dashboards/reports for EDA customers and maintain the service catalogue to standardize and rationalize production services.

Pay and Benefits

Perks:Tax-free SalaryTravel AllowanceFlight DiscountsHotel Discounts

Key Requirements

  • •Degree or Honours (12+3 or equivalent)
  • •5+ years of experience in Information Technology
  • •Specialist technical experience in IT service delivery, including incident, problem, capacity, service level management, and service continuity
  • •Knowledge of broad operational and infrastructure environments (on premise, private cloud, public cloud)
  • •Experience with ITSM and reporting tools such as ServiceNow and PowerBI/MSTR
Experience:5+ yearsInformation TechnologyIT service deliveryITSMCloud
Education:Bachelor's
Skills:Analytical skillsProblem managementCapacity planningStakeholder communicationRoot cause analysis
Tech Stack:ServiceNowPowerBIMSTRITSMObservability toolsOn premisePrivate cloudPublic cloud

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn