Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Other
Job Description
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.
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)
Based in Dubai, the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. Within the Group there are a diverse range of businesses which offer a wide spectrum of career opportunities, all of which can be explored through the Group's dedicated careers website, emirates.com/careers Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation. If you are a high-performer, seeking a career challenge, personal and professional development, and reward and recognition for your contribution, then the Emirates Group is the perfect opportunity for you. To find out more about the career opportunities the Emirates Groups offers and how to become part of our future growth and rapid success, visit emirates.com/careers
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