Application Support Lead

2 weeks ago

Doha, Baladīyat ad Dawḩah, 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 performanceEnsures 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 actionsManage 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

About You

Bachelor Degree with minimum 10 years of IT industry experience of which 5 years as Application support leadKnowledge of end-to-end software development life cycle, starting from requirements phase until delivery and rollout preferably on Azure DevOps using SCRUM methodologyITIL (Information Technology Infrastructure Library) certified demonstrating knowledge of framework for IT service management is considered a plus Exposure to handle multiple mission critical applications runs on different platforms like java, .net based etcExperience on Linux, shell scripting and databases like Oracle, MySQL to understand the queriesAble to review and understand the awr reports, system logs and manage troubleshoot sessions within QR IT team and Vendor's support team Azure fundamental and Azure DevOps certification to manage the application deployment and track the bugs raised is an added advantage for this positionA strong technical background and proficiency in various aspects of application support are essentialKnowledge of application support tools, incident management systems, and ticketing systems Ability to work in dynamic and challenging environment and support to manage multiple parallel complex initiatives as application support lead Ability to work very closely with Technology Architecture Teams, in order to bring together Business need and the required underlying Technology realization, to deliver expected benefits to OrganizationAbility to work across the organization in multi-cultural environment with various stakeholders and domains and in various levels from Subject Matter Experts to Senior Management

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to apply

If you're ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.

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