Role overview
About this role
<br /> <p>The Emirates Group is a highly profitable business with annual revenue of approximately US$ 15.6 billion and over 50,000 employees. The Group comprises of dnata, the fourth largest combined air services provider in the world and Emirates, the Group's rapidly expanding and award winning international airline. Emirates global network now sees it flying to over 121 destinations across 6 continents, operating a modern fleet of over 170 wide-bodied aircraft. Today the airline has orders worth over US$ 84 billion for 233 more of the latest aircraft, with plans to operate to many more destinations in the months and years ahead. Essential to our continued business success as we expand will be the on-going employment of high quality people to join our multi-cultural team of over 167 nationalities. <br /> <br />Dubai, a tourism centre and modern cosmopolitan city with high standards of healthcare, education and leisure pursuits for residents offers those we hire one of the most desirable lifestyle locations in the world. In addition to lifestyle and tax free salary benefits, the Emirates Group also offers professional development opportunities to help employees develop new skills and grow their careers successfully. Discover your future!<b> <br /> <br />The Position:</b> </p><p>Perform a continuous cycle of service improvement to the IT Production Services that Emirates Group IT provide to our customers through rigorous problem, service continuity, availability and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met. </p><ul> <li>Liaise effectively with the incident management teams, application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed and permanent fixes implemented within the agreed terms of the SLO ensuring that these are prioritized by severity and impact criticality. </li><li>Identify potential issues which might become incidents, communicate with management, and provide cost effective solutions in a timely fashion. Analyse incidents/alerts and ensure that potential problems are proactively detected and fixed before they cause business impact. </li><li>Conduct detailed impact analysis, capacity planning and ensure that effective testing of proposed problem fixes are completed successfully before changes to the production environment are requested. </li><li>Take end to end responsibility for all problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Work with the IT Management teams to develop SLOs for Emirates IT customers. Translate the business needs of the customer as defined by the IT Management into technical requirements for service delivery infrastructure and liaise with the delivery teams to develop a design which uses standard services </li><li>Ensure that the SLOs and SLAs are adhered to and supported by the relevant technical teams. Report and measure service availability in line with agreed service levels. Ensure that the SLOs are supported by the relevant Emirates Group departments (e.g. P&L, HR, Legal) through Operational Level Agreements (OLAs), and by external suppliers via Underpinning Contracts(UCs). </li><li>Support and review IT Service Continuity plans, testing and strategy for all IT services provided to the Group, to verify their validity and efficiency. </li> </ul> <p><b>Salary & Benefits:</b>We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1="Dh3.66." Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in <br /> <br /><b>Experience and Qualifications</b> </p><p>Degree in IT related subject </p><p>5 years of specialist technical experience within an IT Service Delivery environment </p><p>Service Level Management </p><p>Service Continuity </p><p>ITIL Foundation or ITIL Managers Certificate </p><p><b>To Apply:</b>To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group. </p><p> </p> Please click the Apply now button and search for reference:ISMA/AH/21614