EDA Service Management Analyst

Job description / Role

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'. Do you want to play a part in that journey and become a part of expanding our services? Join us in cosmopolitan Dubai and make your mark on the aviation world by taking Emirates to the next level.

The EDA Service Management Analyst will perform a continuous cycle of service improvements to the operational services through analysis of various operational data such as incident, problem, change, service continuity, infrastructure capacity, cost of operations, and insights from observability tools.

In this role, you will:

- Liaise effectively with the incident management teams, application support teams, and technical teams to ensure all problems are investigated, diagnosed, and categorized by severity and impact criticality.
- Analyse incidents and alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
- Conduct detailed impact analysis capacity planning and ensure that proper testing of proposed problem fixes is completed successfully before changes to the production environment are requested. Escalate problems that are resulting in recurring incidents for the business.
- Work with the EDA/IT Management team of Portfolio heads, Service Managers, and EDA/IT Technical Managers to develop service performance dashboards and reports for Emirates Group EDA customers.
- Ensure that the SLO and SLAs are adhered to and supported by the relevant technical teams, departments within Emirates Group as well as the external suppliers
- Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services
- Identify and agree Service Quality Plans & KPIs with required EDA/IT teams to ensure improvement to service levels.
- Monitor compliance reports and customer scorecard feedback and investigate non-compliance incidents and implement improvement processes where appropriate.
- Support and review EDA Service Continuity plans, testing and strategy for all EDA services provided to the Group, to verify their validity and efficiency.
- Where a team is assigned, plan, development and monitor staff performance.

Requirements

Qualifications & Experience
This job might be for you if you have:

- Bachelor's degree and 5+ years' experience within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.
- Broad operational and infrastructure knowledge (on premise, private cloud, public cloud)
- Broad user support knowledge
- Broad application & systems development knowledge
- Problem management
- Capacity management
- Service level management.
- Enterprise Data Analytics Service continuity
- Availability management
- ITSM Tools (e.g. ServiceNow)
- Reporting Tools (e.g. PowerBI/MSTR)

At Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.