Senior CyberSecurity Service Analyst – Operational Performance
Job Description
At Emirates, our IT and CyberSecurity teams protect digital assets, ensure service continuity, and drive operational excellence.
As a Senior CyberSecurity Service Analyst – Operational Performance, you will monitor, analyse, and continuously improve cybersecurity services. You will focus on service performance, operational monitoring, incident and problem management, and ensuring compliance with Service Level Objectives (SLOs) and contractual agreements. You will also support strategic IT governance and operational efficiency across the Emirates Group.
Key Responsibilities
Monitor, record, and analyse cybersecurity incidents and operational problems.
Liaise with incident management, application support, and technical teams to perform root cause analysis and implement permanent fixes.
Maintain the known error database and provide monthly reports.
Conduct impact analysis, capacity planning, and test proposed fixes before production deployment.
Ensure SLOs and SLAs are met, coordinating with internal departments and external suppliers.
Own and maintain the IT service catalogue to support standardisation and strategic IT objectives.
Identify and implement service quality improvement initiatives and KPIs.
Assess operational monitoring, escalation, and service continuity plans for IT services.
Support configuration management and maintain accurate computing asset records.
Report dashboards on incident, problem, and change management process adherence.
Analyse financial implications of SLO violations and support commercial governance of cybersecurity services.
Requirements
Degree or Honours (12+3 or equivalent) in IT, CyberSecurity, or related field.
ITIL, COBIT, or comparable IT governance certifications.
Experience in cybersecurity service performance, commercial management, and financial governance.
Ability to manage SLOs, contracts, vendor performance, and budget planning.
Knowledge of incident, problem, change, and configuration management processes.
Strong communication, negotiation, and stakeholder management skills.
Experience translating technical service performance into business insight.
Ability to support cross-functional teams and operational excellence initiatives.
Benefits
Attractive tax-free salary
Travel benefits: discounted flights & hotel stays worldwide
Career development opportunities within Emirates Group IT
Work in a fast-paced, innovative technology environment in Dubai