General Information
Ref # 2600007D
Location: Qatar-Doha
Job family: Not Specified
Closing Date: 2026-05-31
Description
Job Purpose
Lead the support of mission-critical Airport Operations systems, ensuring high availability, stability, performance, and security across a 24/7 environment.
The role is responsible for end-to-end service ownership, including incident, problem, change, and release management, as well as driving continuous service improvement and operational readiness for new systems.
Key Responsibilities
Operations & Service Management
- Own end-to-end support of Airport Operations systems, ensuring defined SLAs and performance targets are met
- Lead incident and major incident management, including root cause analysis and corrective actions
- Manage change, release, and configuration processes to minimise operational disruption
- Oversee integrations, patches, and minor enhancements with internal teams and external vendors
- Monitor service KPIs (availability, MTTR, backlog, user satisfaction) and drive improvements
Service Improvement & Delivery
- Conduct service reviews and implement continuous improvement initiatives
- Ensure smooth transition of new solutions into BAU support (documentation, training, monitoring)
- Manage system lifecycle including upgrades, patching, and obsolescence planning
- Drive operational excellence through proactive monitoring and performance management
Stakeholder & Vendor Management
- Act as escalation point for business-critical issues and system outages
- Manage vendors, contracts, and support SLAs to ensure performance and value
- Collaborate closely with Airport Operations, IT teams, and Transformation team
- Support procurement activities by providing technical requirements and recommendations
Governance, Risk & Compliance
- Ensure compliance with IT Service Management (ISO 20000) and Information Security (ISO 27001) frameworks
- Maintain documentation including SLAs, SOPs, and service catalogues
- Manage operational risks (e.g., system obsolescence, single points of failure)
- Ensure data protection and security compliance across all supported systems
Business Continuity & Security
- Ensure disaster recovery and business continuity readiness and testing
- Coordinate with cybersecurity teams on vulnerability management and audits
- Maintain system resilience and recovery procedures
Leadership Responsibilities
- Lead and manage a team of IT support professionals in a 24/7 environment
- Set direction, priorities, and performance objectives aligned to business goals
- Coach, mentor, and develop employees, including succession planning
- Support national talent development initiatives
Qualification
Education
- Bachelor’s Degree in IT, Engineering, or related field
Experience
- Minimum 8 years of experience in IT application/platform support
- At least 5 years leading teams and delivering large IT programmes
- Experience in airport systems (e.g., AODB, BHS, terminal operations platforms)
- Experience working in 24/7 operational environments
Skills & Competencies
- Strong knowledge of IT Service Management (ITIL practices)
- Proven ability to manage incidents, changes, and service delivery
- Strong stakeholder and vendor management skills
- Ability to lead teams, manage workload, and drive performance
- Excellent communication, problem-solving, and decision-making skills
https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=2600007D
