Application Support Lead

2 weeks ago

Al Wakrah, Al Wakrah, Qatar QATAR Airways Full time


About the role In this role, you will be responsible for overseeing the support and maintenance of business critical applications.

You are responsible for ensuring the smooth operation and availability of various business applications used within Qatar Airways. This includes troubleshooting application issues, resolving incidents, and providing technical support to end-users.

You need to coordinate with other teams, such as development or infrastructure, vendors to investigate and resolve issues within defined timelines.

You may also have to work with external solution providers, documenting solution requirements and validating if the vendor solution meets business expectations before promoting to production environment.

You need to ensure stability, availability, and efficient operation of business applications, while leading and managing a team to deliver exceptional support services to end-user.


Role and Responsibilities:

  • Manage and resolve application-related incidents and problems. This involves analyzing issues, coordinating with relevant teams, and ensuring timely resolution to minimize impact on business operations.
  • Oversees the entire application support function, ensuring that all applications are properly maintained, supported, and meet service level agreements
  • Manage and lead a team of support analysts or system engineers. This includes assigning tasks, providing guidance and mentoring, conducting performance evaluations, and fostering a positive and collaborative team environment.
  • Monitors the performance and health of applications, proactively identifies potential issues or bottlenecks, and takes appropriate measures to maintain optimal application performance
  • Ensures that end-users receive timely and effective support for application-related queries and issues.
  • Collaborates with other IT teams, such as development or infrastructure, to manage and implement changes to applications. This involves assessing the impact of changes, coordinating testing and deployment activities, and ensuring smooth transitions.
  • Ensures that accurate and up-to-date documentation is maintained for all supported applications, including troubleshooting guides, standard operating procedures, and knowledge base articles.
  • Manage vendor relationships, monitor service level agreements, and coordinate activities with vendors to address issues or implement enhancements.
  • Responsible for ensuring that all application Non-Functional Requirements are met, ensure thorough testing of NFRs and ensure corrective / preventive actions
  • Manage the incident, change management effectively, and highlight if any critical risks associated and support go-live activities.
  • Lead root cause analysis of reported critical incidents in operational production systems and recommend/ ensure implementation of effective preventive actions to avoid repetition
  • Provide Out-of-Office hours support in case of critical production incidents. Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before. Together, everything is possible. Qualifications

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