The main objective of this role is to capture IT operations requirements through digital surveys, analyze operational and financial data, and develop insightful reports and dashboards to support data-driven decision-making and optimize IT.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Responsibilities:
- Capture reporting requirements from IT Operations Managers using digital surveys and structured interviews.
- Identify operational pain points, gaps, and data needs to develop actionable insights.
- Design and deliver reports, dashboards, and scorecards to support strategic decision-making.
- Define KPIs, metrics, and data collection methodologies to monitor IT Service Management (ITSM) process effectiveness.
- Perform root cause analysis and provide actionable recommendations based on data trends.
- Conduct historical data analysis to identify operational patterns, risks, and inefficiencies.
- Build predictive models to anticipate incidents, problems, and resource constraints from new initiatives, RFPs, and projects.
- Optimize data structures and reporting approaches to improve availability, accuracy, and usability.
- Analyze SLA breaches, service availability, and support capacity to recommend improvements.
- Provide insights on manpower allocation, technology lifecycle, and support efficiency.
- Develop and maintain reports from Symphony AI using Tableau, Power BI, and other BI tools.
- Perform cost analysis of ITSM platforms, licenses, and vendor contracts (OpEx and CapEx).
- Provide cost transparency through chargeback/showback reporting and usage mapping.
- Support budgeting, forecasting, and cost optimization across IT services and Cloud platforms.
- Evaluate IT investments and initiatives to ensure alignment with business goals, optimize resource allocation, and maximize IT value.
Qualifications:
- Bachelor’s Degree in AI and Data Analytics, Finance, or Business Analytics.
- Fluent in English (other languages an advantage).
- Minimum of 3 years’ experience focused on data analytics, reporting, and business intelligence.
- Proficient in SymphonyAI, Tableau, Power BI, Excel, SQL, Oracle, MS Office, and Cloud cost optimization platforms.
- Relevant certifications such as ITIL Foundation, Data Analytics/BI certifications (Tableau, Power BI, or equivalent), FinOps for Cloud, IT Financial Management are preferred.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to Achieve
- Resilience & Flexibility
ISR Requirements:
- Read and comply with the ISR policies of the Company and report any weaknesses or incidents to the respective Line Manager or Information Security team.
- Complete all required ISR awareness sessions and follow associated guidelines in daily business operations.
