Senior Specialist - Quality Assurance & Reporting

OverviewLooking for an experienced Senior Specialist - Quality Assurance & Reporting who can assist in the establishment, enhancement, supervision of operational / process metrics and KPIs. We are seeking a candidate with ITIL/ITSM expertise, exceptional analytical and technical skills, and the ability to create reports utilizing Jira reporting functionality and Power BI. As part of a process management team, the Senior Specialist - Quality Assurance & Reporting will report to the team manager and will work closely with process owners and the ITSM Tooling team.Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.Responsibilities The Senior Specialist - Quality Assurance & Reporting will collaborate closely with platform Service Managers, Process Owners, Service Owners to ensure that service performance and utilization metrics are controlled and complied with the agreed SLA / OLA. The main responsibilities are: Provide technical support of multiple Performance Dashboards. Be point of contact for all incoming requests relating to performance metrics. Establishment, enhancement, and supervision of operational and process metrics and KPIs. Defining service efficiency, effectiveness metrics. Creating service performance reports/metrics data in a way which is easily understood and is useful to the variety of stakeholders and Senior Management. Controlling quality of Operational services (Service metrics/thresholds, SLA, incidents, request, changes, etc.). Working with Operational Service Owners to investigate potential operational performance improvement. Defining & maintaining service dashboard(s). Creation & maintaining a hierarchy of metrics/KPIs within the consolidated dashboard. Owning of Operational Review Report. Manage report stakeholders expectations. Formalize report structure. Gathering data and populate report on a periodic basis. Presenting report to stakeholders, following agenda. Qualifications Bachelor’s degree in computer science, Information Technology, Statistics, or a related field, or equivalent work experience. 3 years of experience in a reporting role with total of approximately 5-7 years from an IT operations role such as data analytics or similar. Knowledge of key IT metrics. Excellent analytical skills. Exceptional report writing abilities. Outstanding presentation skills. Ideally, you’ll also have Understanding of ITIL framework and related processes Experience with cloud services and products would be as advantage. Proficiency in Jira reporting functionality Experience with Jira APIs, Grafana and PowerBI. What We Look ForIf you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful colla borations with stakeholders and asp ire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.What Working At Core42 Offers Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations. Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects. Work-Life: A hybrid work policy to strike the perfect balance between office and home. Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more. If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.