We are seeking an Engineer – Data Analytics and Reporting to establish, enhance, and manage operational metrics and KPI frameworks across the company's platforms. This role will focus on driving data-driven decision-making through advanced reporting, dashboarding, and analytics, ensuring service performance aligns with SLAs and operational objectives. Working within the Product Operations team, you will collaborate closely with Service Managers, Process Owners, and ITSM teams to deliver actionable insights that improve service efficiency and performance.
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
- Design, develop, and maintain performance dashboards using Power BI and Jira
- Create clear, actionable service performance reports for stakeholders and senior leadership
- Translate complex operational data into meaningful insights
- Define and maintain service efficiency and effectiveness metrics
- Develop and manage a structured hierarchy of KPIs across platforms
- Oversee cloud platform capacity reporting and utilisation tracking
- Own and manage operational review reports, ensuring clarity and consistency
- Act as the primary point of contact for performance reporting requests
- Manage stakeholder expectations and ensure reporting meets business needs
- Present reports and insights to stakeholders in a clear and structured manner
- Formalise reporting structures and ensure consistency across all outputs
- Support continuous improvement initiatives across service operations
Qualifications & Experience
- Bachelor’s degree in a quantitative or technical field
- 3–5 years of experience in data analytics or IT operational reporting within an ITIL/ITSM environment
- Advanced proficiency in Power BI and strong experience with Jira reporting (JQL)
- Strong SQL skills for data extraction and analysis
- Experience managing service performance metrics aligned to SLAs and OLAs
- ITIL 4 Foundation certification
Preferred
- Microsoft Certified: Power BI Data Analyst Associate
- Experience with cloud platform capacity reporting and operational analytics
- Experience leading operational review meetings and stakeholder reporting
- Strong attention to detail and ability to ensure data integrity
What working at the company offers
- Competitive Salary: Attractive salary package based on your skills and experience
- Yearly Bonus: Performance-based annual bonus
- Exclusive Discount Cards: Special benefits with Esaad and Fazaa cards
- Premium Family Insurance: Comprehensive health coverage for you and your family
- Learning & Development: Access to top-tier learning platforms to help you grow in your career
