Service Management Analyst (Emiratisation)

About the role

As a Service Management Analyst within Emirates’ Analytics Centre of Excellence, you will drive continuous service improvements by analysing operational data such as incidents, problems, changes, capacity and cost metrics. You will define and maintain service level KPIs, ensuring agreed service standards are met across the organisation.

Key responsibilities

• Utilise analytical tools to record, trend and analyse assigned problems.
• Liaise with incident, application support and technical teams to investigate, diagnose and perform root‑cause analysis based on severity and impact.
• Proactively identify potential issues, communicate them to line management and propose cost‑effective solutions.
• Analyse alerts from observability tools to detect and resolve problems before they affect business operations.
• Conduct impact analysis and capacity planning, ensuring thorough testing of problem fixes prior to production changes.
• Take end‑to‑end ownership of proactive problems until permanent resolution, providing regular progress updates to stakeholders.
• Escalate recurring incidents and work with portfolio heads, service managers and technical managers to develop service performance dashboards and reports.
• Monitor and report service availability, ensuring Service Level Objectives (SLOs) and Service Level Agreements (SLAs) are adhered to and supported by relevant internal and external parties.

Required profile

• Strong analytical mindset with experience in incident, problem and change management.
• Ability to work collaboratively with cross‑functional technical and business teams.
• Proactive approach to identifying and resolving potential service issues.
• Experience in capacity planning, impact analysis and testing of service changes.
• Effective communication skills for stakeholder updates and escalation.

Required skills