Technician – IT Service Management  in  Airline Domain

Role overview

IT service management

• Coordinate incident, problem, change, and configuration activities, queues, reviews, follow-ups, and escalations.
• Monitor SLAs and KPIs, validate data, identify actual or potential breaches, and coordinate corrective or recovery actions.
• Coordinate internal teams, service owners, and vendors to resolve issues and maintain stakeholder communication.
• Maintain complete ITSM records, documentation, control evidence, dashboards, periodic reports, trends, and management insights.
• Facilitate root-cause analysis, track known errors and corrective actions, and follow actions through verified closure.
• Support change assessment, scheduling, risk and impact analysis, approvals, implementation coordination, and post-implementation review.
• Maintain the service catalogue and CMDB; perform audits, discovery reconciliation, data-quality checks, and exception follow-up.
• Provide guidance and training on approved processes, ITSM tools, responsibilities, and ITIL-aligned practices.

Scope and working arrangements

• Work across internal IT teams, service owners, and vendors under day-to-day direction; process ownership and final approvals remain with authorized roles unless delegated.
• Follow assigned 24×7 shifts or business-hours coverage with an after-hours on-call roster, as assigned.
• Use approved escalation paths, keep open-action ownership and status clear, and escalate material breaches, recurring trends, control gaps, and priority conflicts.
• Do not approve or implement unauthorized changes; ensure configuration updates are authorized and traceable.
• Keep documentation version-controlled and current; document data sources, definitions, and material assumptions.

Client and domain context

• The description refers to flydubai procedures and service outcomes and separately calls the client a banking client in Dubai; the title specifies an airline domain.

Additional scope guidance