Dubai - IT Service Management Analyst ( Infrastructure Service Management ) - Job Purpose Perform a continuous cycle of service improvement to the production services that we 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. Job Outline: Utilize analytical skills and tools in order to identify record; trends and analyze all problems that are assigned. 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. Update the known error database with available interim solutions; and provide a monthly report to the line manager. Proactively identify potential i...
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