IT Service Management Analyst - Dubai, United Arab Emirates - Talent Pal
Description
Job Purpose: Perform a continuouscycle of service improvement to the production services that weprovide to our customers through rigorous problem servicecontinuity availability and capacity planning and management.Define and implement Service Level Objectives (SLOs) and ensure theagreed service levels are met.
Job Outline:
Utilize analytical skills and tools in orderto identify record trends and analyze all problems that areassigned. Liaise effectively with the incident management teamsapplication support teams and technical teams to ensure allproblems are investigated diagnosed have root cause analysisperformed and permanent fixes implemented within the agreed termsof the SLO ensuring that these are prioritized by severity andimpact criticality.
Updatethe known error database with available interim solutions andprovide a monthly report to the line manager. Proactively identifypotential issues which might become incidents communicate the sameto line management and provide cost effective solutions in a timelyfashion. Analyze incidents/alerts from EMS to ensure that potentialproblems are proactively detected and fixed before they causebusiness impact.
Conductdetailed impact analysis capacity planning and ensure that propertesting of proposed problem fixes are completed successfully beforechanges to the production environment are requested. Take end toend responsibility for all problems until permanent resolutionensuring that continuous progress updates are communicated to thekey stakeholders. Escalate problems that age and are resulting inrecurring incidents for the business.
Work with the IT Management team ofBITMs ASMs and IT Technical Managers to develop SLOs for EmiratesIT customers. Translate the business needs of the customer asdefined by the BITM into technical requirements for servicedelivery infrastructure and liaise with the delivery teams todevelop a design which uses standard services wherever possible.
Ensure that the SLOs andSLAs are adhered to and supported by the relevant technical teams.Report and measure service availability in line with agreed servicelevels. Ensure that the SLOs are supported by the relevant EmiratesGroup departments (e.g. P&L HR Legal) through OperationalLevel Agreements (OLAs) and by external suppliers via UnderpinningContracts(UCs).
Own andmaintain the service catalogue for all available services to drivestandardization and rationalization of all production services.Liaise with IT Strategy and Architecture to ensure the servicecatalogue supports the strategic directions for IT.
Coordinate with all required IT teamsto ensure service specifications tools and resources are committedfor implementing the agreed services according to SLOs. Identifyand agree Service Quality Plans & KPIs with required ITteams to ensure improvement to service levels.
Monitor SLO compliance reports andcustomer scorecard feedback and liaise with MITs BITMs andTechnical teams to investigate noncompliance incidents and toimplement improvement processes where appropriate. Assess thefinancial implications of SLO violations.
Ensure that operational monitoringescalation and renewal terms agreed with external suppliers throughUCs is adhered to and to protect the interests of Emirates IT in amanner consistent with the contract terms. Support and review ITService Continuity plans testing and strategy for all IT servicesprovided to the Group to verify their validity and efficiency.
Where a team is assignedPlan develop and monitor staff performance. Implement newstrategies to enhance and maintain their motivation levels toensure provision of customer focused and competitive services tothe Emirates Group.
Qualifications & Experience: InformationTechnology Project Management: 5 Years
Degreeor Honours (123 or equivalent): Degree in a subject relevant to IT.Specialist technical experience within an IT Service Deliveryenvironment which includes problem capacity service levelmanagement and service continuity experience
Knowledge/skills:
Broad BusinessDomain Knowledge
Technical Strategy andPlanning
Broad Operational and InfrastructureKnowledge
Broad User Support knowledge
Broad financial knowledge
Broad Applications & Systems Development knowledge
Problem Management
CapacityManagement
Service Level Management
IT Service Continuity
AvailabilityManagement
Sensitive Role: No
Salary& Benefits: Join us in Dubai and enjoy an attractivetaxfree salary and travel benefits that are exclusive to ourindustry including discounts on flights and hotels stays around theworld. You can find out more information about our employeebenefits in the Working Here section of our website confidentialFurther information on whats it like to live and work in ourcosmopolitan home city can be found in the Dubai Lifestylesection.
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