At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers 'Fly Better'. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team as an IT Service Management Analyst.
Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.
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.
Responsibilities
- Collaborate with respective pillar heads to own and drive all Service Improvement Programs and initiatives within the TechOps department.
- Ensure 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.
- Coordinate with support functions such as Procurement, HR, and Legal to secure the necessary support for all TechOps initiatives.
- Utilize analytical skills and tools to identify patterns and trends of all service disruptions and analyse problems assigned.
- Liaise effectively with the product and other TechOps teams to ensure problems are effectively investigated and closed in a timely manner.
- 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.
- Monitor SLO compliance reports and customer scorecard feedback to investigate non-compliance incidents and implement improvement processes.
- Support and review IT Service Continuity plans, testing, and strategy for all IT services provided to the Group.
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
- Specialist technical experience within IT Service Delivery environment, including incident, problem, capacity, service level management, and service continuity experience.
- Broad operational and infrastructure knowledge (on premise, private cloud, public cloud).
- ITSM Tools (e.g. ServiceNow) and Reporting Tools (e.g. PowerBI) expertise.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world. You can find out more information about our employee benefits in the Working Here section of our website.
For further information on what it’s like to live and work in our cosmopolitan home city, please refer to the Dubai Lifestyle section.
