Reporting & Service Analyst

About the role

OmniOps is seeking a detail‑driven Reporting & Service Analyst to own the reporting and performance‑evidence backbone of its managed‑services engagements. In this mid‑level position you will transform raw operational data from ITSM and monitoring platforms into clear, accurate performance reports that support both internal leadership and client governance.

Key responsibilities

• Measure service‑level and performance metrics against targets, calculate achievements, shortfalls and any service credits.
• Maintain a consistent, auditable data set that traces back to source systems.
• Produce regular operational reports covering incidents, problems, changes, patch compliance, backup success, capacity and staffing.
• Build and maintain dashboards for daily, weekly and periodic service‑health views.
• Prepare materials for weekly, periodic and quarterly governance forums, highlighting trends, risks and improvement opportunities.
• Monitor ticket and data quality, flagging gaps or mis‑categorisation that could distort reporting.
• Analyse trends in incident volume, backlog, resolution times, after‑hours activity and capacity pressures.
• Track improvement actions, recommend automation and keep reporting templates aligned with performance definitions.

Required profile

• Mid‑level experience in IT service reporting or a similar analytical role.
• Strong attention to detail and ability to work with large data sets.
• Excellent written and verbal communication in English; Arabic proficiency is a plus.
• Ability to collaborate closely with Operations and Delivery managers.

Required skills

• ITIL v4 certification (Foundation or higher).
• Experience with reporting or BI tools such as Power BI or Grafana.
• Familiarity with cloud and infrastructure operations metrics.