The company, a leader in AI-powered cloud and digital infrastructure, is seeking an Engineer – Data Analytics and Reporting. This role involves establishing, enhancing, and overseeing operational and process performance metrics and KPIs as part of the Process Management team. You will leverage your ITIL/ITSM expertise and analytical skills to create meaningful reports and dashboards using Power BI and Atlassian Jira. Collaboration with Platform Service Managers, Process Owners, Service Owners, and the ITSM Tooling team will be essential to ensure service performance, utilization, and capacity metrics align with agreed SLAs and OLAs.
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:
- Provide technical support for multiple service performance dashboards.
- Act as the primary point of contact for operational performance metrics and reporting requests.
- Define and maintain service efficiency and effectiveness metrics, ensuring a consistent hierarchy of KPIs.
- Design, develop, and maintain service performance reports and dashboards using Power BI and Atlassian Jira.
- Translate complex operational data into clear, actionable insights for stakeholders.
- Oversee internal cloud platform capacity reporting and management.
- Monitor service performance and platform utilization against SLAs and OLAs.
- Ensure the accuracy, integrity, and consistency of operational reporting data.
- Manage the end-to-end Operational Review Report process, including report structure and validation of data.
- Lead Operational Review meetings and present reports to stakeholders.
Required Skills / Qualifications:
- Bachelor’s degree in data analytics, computer science, IT, mathematics, statistics, or a related discipline.
- 3–5 years of experience in data analytics or IT operational reporting within an ITIL-based service management environment.
- Advanced proficiency in Power BI and strong knowledge of Atlassian Jira reporting functionality.
- Strong SQL skills for data extraction and analysis.
- Solid understanding of cloud platform capacity reporting and management.
- Proven experience in defining and managing service performance metrics.
- ITIL 4 Foundation certification and Microsoft Certified: Power BI Data Analyst Associate certification.
- Experience leading Operational Review meetings.
Professional Capabilities:
- Ability to translate raw operational data into meaningful insights.
- Strong analytical and problem-solving skills with attention to data quality.
- Excellent communication and stakeholder management skills.
- Proactive approach to improving service efficiency and reporting quality.
Language Requirements:
- Proficiency in English is required.
Benefits:
- Competitive salary package.
- Performance-based annual bonus.
- Exclusive discounts through Esaad and Fazaa cards.
- Comprehensive health coverage for you and your family.
- Access to top-tier learning platforms for career growth.
