As an IT Service Management Analyst, you 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. You will define, implement, and maintain the service level KPIs and standards, ensuring the agreed service levels are met.
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In this role, you will:
- Conduct detailed impact analysis capacity planning and ensure that proper testing of proposed problem fixes are completed successfully before changes to the production environment are requested. Take end-to-end responsibility for all proactive problems until permanent resolution, ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that age are resulting in recurring incidents for the business.
- Utilize analytical skills and tools to identify, record, and analyze all problems that are assigned. Liaise effectively with the incident management teams, application support teams, and technical teams to ensure all problems are investigated, diagnosed, and root cause analysis performed by severity and impact criticality.
- Proactively identify potential issues which might become incidents, communicate the same to line management, and provide cost-effective solutions in a timely fashion. Analyze incidents/alerts from observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
- Work with the IT Management team of Portfolio heads, Service Managers, and IT Technical Managers to develop service performance dashboards and reports for the company IT customers.
Requirements
- Degree or Honours (12+3 or equivalent) in Information Technology.
- 5+ years of experience in IT Service Management or relevant.
Knowledge/Skills
- Specialist technical experience, within IT Service Delivery environment, which includes incident, problem, capacity, service level management, and service continuity experience.
- Broad business domain knowledge.
- Broad operational and infrastructure knowledge (on-premise, private cloud, public cloud).
- Broad user support knowledge.
- Broad financial knowledge.
- Broad application & systems development knowledge.
- Problem management, capacity management, availability management, service level management, and IT service continuity.
- Proficiency in ITSM Tools (e.g., ServiceNow) and Reporting Tools (e.g., PowerBI).
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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city.
