Senior CyberSecurity Service Analyst Operational Performance

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, were always at the forefront, pushing boundaries. Were on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team as Senior CyberSecurity Service Analyst – Operational Performance.

Join our CyberSecurity team where we ensure a world class CyberSecurity organisation based on the key principles of People, Process and Technology underpinned with executive endorsement of a multi-year strategy to continuously improve and develop. The team protects our digital assets by monitoring for threats, responding to incidents, managing vulnerabilities, and ensuring compliance with security policies and regulations. If you are passionate about CyberSecurity, we invite you to apply to play a crucial role in shaping the future of our technology initiatives at Emirates Group.

As a Senior CyberSecurity Service Analyst, you will perform a continuous cycle of service improvements to the production services that we provide to our customers through complex problems, service continuity, availability and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met.

In This Role You Will

• Utilise analytical skills and tools in order to identify record, trends and analyse 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 prioritised 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 issues which might become incidents, communicate the same to line management, and provide cost effective solutions in a timely fashion. Analyse incidents/alerts from EMS 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 are completed successfully before changes to the production environment are requested. Take end to end responsibility for all problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that age and are resulting in recurring incidents for the business.
• 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).
• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT Strategy and Architecture to ensure the service catalogue supports the strategic directions for IT.
• Coordinate with all required IT teams to ensure service specifications, tools and resources are committed for implementing the agreed services according to SLOs. Identify and agree Service Quality Plans & KPIs with required IT teams to ensure improvement to service levels.
• Monitor SLO compliance reports and customer scorecard feedback and liaise with MITs, BITMs and Technical teams to investigate non-compliance incidents and to implement improvement processes, where appropriate. Assess the financial implications of SLO violations.
• Ensure that operational monitoring, escalation and renewal terms agreed with external suppliers through UCs is adhered to and to protect the interests of Emirates IT in a manner consistent with the contract terms. Support and review IT Service Continuity plans, testing and strategy for all IT services provided to the Group, to verify their validity and efficiency.
• Assess and improve the process maturity / adherence of Incident, Problem, and Change Management processes and provide relevant senior management dashboards.
• Use the Configuration Management System to account for all Computing Assets and configurations to provide accurate information on configurations items/inventory and provide a sound basis for Incident, Problem, Change, and Release Management to verify configuration records against the infrastructure and correct any exceptions.
  
  

Qualification

To be considered for the role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent) in an IT or Cybersecurity-related discipline, with ITIL, COBIT, or comparable governance certifications.
• Leads the commercial performance and governance of end-to-end cybersecurity services, with accountability for contracts, vendor and supplier management, procurement strategy, financial planning, budgeting, and cost optimisation.
• Owns the financial and commercial lifecycle of cybersecurity services, ensuring value for money, contract compliance, effective resource utilisation, and alignment to organisational financial objectives. Oversees commercial risk management, demand forecasting, and service investment planning to maximise return on investment and support business growth.
• Provides strategic commercial oversight across service portfolios, balancing cost, risk, and performance while ensuring services remain compliant, resilient, and aligned to corporate strategy. Drives commercial accountability across suppliers and internal stakeholders through clear performance frameworks, KPIs, and service level governance.
• Champions continuous service and cost improvement initiatives, focusing on commercial efficiency, value delivery, and measurable business outcomes rather than day-to-day technical operations.
• Demonstrates strong commercial acumen within cybersecurity or IT service environments, including financial governance of Service Level Management and supplier performance management.
• Brings broad business domain knowledge with experience contributing to technical investment strategy, business cases, and long-term financial planning.
• Possesses strong financial management expertise, including budgeting, forecasting, cost modelling, financial systems exposure, and commercial reporting.
• Experienced in managing cross-functional stakeholder relationships, translating technical service performance into commercial insight for senior leadership.
• Excellent communication, negotiation, and presentation skills, with the ability to influence executive, financial, procurement, and vendor stakeholders.
  
  

Leadership Role: No

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

---