Service Management Analyst – Emiratisation

About the role

The Service Management Analyst – Emiratisation will join Emirates Group’s Analytics Centre of Excellence (ACoE). The role focuses on continuous service improvement through performance analytics, ensuring that operational services meet defined service level targets.

Key responsibilities

• Analyse incident, problem, change and capacity data to identify trends and root causes.
• Define, implement and maintain service level KPIs and standards.
• Collaborate with incident, application support and technical teams to investigate and resolve problems.
• Proactively detect potential issues using observability tools and communicate preventive actions.
• Conduct impact analysis, capacity planning and ensure proper testing before production changes.
• Provide end‑to‑end ownership of proactive problems until permanent resolution.
• Develop service performance dashboards and reports for internal customers.
• Monitor and report service availability against agreed SLOs and SLAs.

Required profile

• Strong analytical mindset with ability to interpret complex operational data.
• Excellent communication skills to liaise with multiple technical and business teams.
• Experience in incident and problem management processes.
• Ability to work under pressure and manage multiple priorities.

Required skills

• Observability tools