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IT Service Management Analyst

Emirates Dubai, United Arab Emirates Posted: 08 May 2024


  • Salary unspecified
  • Zero income tax location


  • Apply from abroad


  • Experience: Senior
  • English: Professional


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’. Join the Emirates Group IT Team in Dubai. 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. Perform a continuous cycle of service improvement to the production services that we provide to our customers through rigorous problem, service continuity, availability, and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met.

Job Outline

  • Utilize analytical skills and tools to identify, record, trends, and analyze all problems that are assigned.
  • Liaise effectively with incident management teams, application support teams, and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed, and permanent fixes implemented within the agreed terms of the SLO.
  • Update the known error database with available interim solutions and provide a monthly report to the line manager.
  • Proactively identify potential issues, communicate the same to line management, and provide cost-effective solutions in a timely fashion.
  • Analyze incidents/alerts from EMS to ensure potential problems are proactively detected and fixed before they cause business impact.
  • Conduct detailed impact analysis, capacity planning, and ensure proper testing of proposed problem fixes are completed successfully before changes to the production environment are requested.
  • Take end-to-end responsibility for all problems until permanent resolution ensuring continuous progress updates are communicated to key stakeholders.
  • Escalate problems that age and are resulting in recurring incidents for the business.
  • Work with the IT Management team to develop SLOs for Emirates IT customers.
  • Translate the business needs of the customer into technical requirements for service delivery infrastructure and liaise with delivery teams to develop a design which uses standard services wherever possible.
  • Ensure that the SLOs 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 relevant Emirates Group departments 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 service 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 MITs, BITMs, and Technical teams to investigate non-compliance incidents and to implement improvement processes, where appropriate.
  • Assess the financial implications of SLO violations.
  • Ensure operational monitoring, escalation, and renewal terms agreed with external suppliers through UCs are adhered to and protect the interests of Emirates 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.
  • Plan, develop, and monitor staff performance where a team is assigned. 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: Information Technology, Project Management: 5+ Years of experience.
  • Degree or Honours (12+3 or equivalent): Degree in a subject relevant to IT.
  • Specialist technical experience within an IT Service Delivery environment, which includes problem, capacity, service level management, and service continuity experience.


  • Broad Business Domain Knowledge
  • Technical Strategy and Planning
  • Broad Operational and Infrastructure Knowledge
  • Broad User Support knowledge
  • Broad financial knowledge
  • Broad Applications & Systems Development knowledge
  • Problem Management
  • Capacity Management
  • Service Level Management
  • IT Service Continuity
  • Availability Management

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits 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 www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.

Closing date: 12 May 2024

Apply now

About Emirates

Emirates Airline, based in Dubai, is a global leader in aviation, known for its exceptional service and state-of-the-art fleet. Since 1985, we've connected passengers to over 150 destinations and continue to innovate for a better flying experience.

Benefits at Emirates

    • Competitive salaries and career development opportunities.
    • Comprehensive health insurance plans.
    • Generous travel benefits and a culturally diverse work environment.