Ts Controller

7 days ago

Doha, Qatar Qatar Airways Full time

**About Your Job**:
In this role, you will be part of IT Service Support Team that provides remote support to Doha and Outstation users. You will be primary escalation contact for the team. You will ensure that all Incidents are responded efficiently in timely manner within defined SLAs. You will ensure that all processes followed by the team are thoroughly documented, consistently audited and regularly improved. This role with the strategic vision for the team will set the long-term direction of the team and will also balance and plan the short-term actions of the team. This role will be responsible in building a cohesive team and manage team resource effectively. You will be responsible for identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments. You will be responsible for sending out notifications for planned and unplanned service interruptions/outages.

Key Responsibilities Include:

- Monitor Call Management System to ensure calls are answered promptly with as low as Zero call-abandoned rate.
- Drive ticket Deep Dive and develop strategies for improvement. Continuously review top call drivers and take necessary remedial actions.
- Come up with the ways to promote self-service culture in the organization.
- Train, coach and mentor team members (Level 1 / 2) including career development. Share success stories and inspires the team to deliver a great experience. Ensure team is equipped with the required tools and knowledge to carry out their intended tasks.
- Manage process for communicating outage/emergency activities to the organization. Liaise with Application/Service owners for improvements.
- Constantly review feedback provided by end users and use the learning to improve customer service.
- Create/manage a mode of operations that has to be adhered to by team members in order to maintain good routine and orderliness. Ensure team adheres to standard process & procedures.
- Ensure IT Knowledge Base is well organized up to date at all times.
- Assist Manager Service Delivery with capturing Service Desk metrics, KPIs and status reports.

**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**:
To be successful in this role you must have customer facing experience with friendly presence, helpful attitude and the flexibility to adjust your working hours to support the needs of the Business. Excellent interpersonal skill, multi-tasking and work in collaboration with other team members under any circumstance.

You should possess the ability to learn and work on changing and emerging technologies. You will be highly professional, assertive and confident but also able to display empathy and act in sensitive situations with a friendly attitude and approach.

You must hold a Bachelor's Degree/Diploma in Computer Sciences or equivalent stream with minimum 8-10 years of relevant experience in large organizations with diverse work environment. IT industry certifications such as CCNA, MCSE & ITIL V4 Certification (Foundation course) will be an added advantage.

**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

  • Technology Services Controller

    6 days ago

    Doha, Qatar Qatar Airways Full time

    **About the role**: As a Technology Services Controller (TS Controller) IT Network Specialist, you will: - Support the 24x7 operations and provide technical support for the Network & Security Infrastructure by attending to the Incidents, problems as well as performing system administrative activities - Experience in designing and implementing Network...

  • Ts Controller

    6 hours ago

    Doha, Qatar Qatar Airways Full time

    **About Your Job**: In this role, you will be part of IT Service Support Team that provides remote support to Doha and Outstation users. You will be primary escalation contact for the team. You will ensure that all Incidents are responded efficiently in timely manner within defined SLAs. You will ensure that all processes followed by the team are thoroughly...

  • Ts Controller

    6 days ago

    Doha, Qatar Qatar Airways Full time

    About your Job: He/she is responsible for ensuring quality control throughout the lifecycle of all company IT hardware assets by developing and implementing appropriate procedures to track and manage them. The responsibilities involve the governance concerning the asset management tools applied in managing, monitoring, and reporting on IT assets and...

  • Ts Controller

    2 days ago

    Doha, Qatar Qatar Airways Full time

    About the role: As TS Controller - Physical Security Systems, you will be responsible for helping us achieve the following: - Provide Planning, Design, Technology Enhancements and Support for various physical security systems (PSS) and Telecom installed across Qatar Airways Group. Provide Customer Support and Operations for PSS, Telecom and Outstations. -...

  • Ts Controller

    2 days ago

    Doha, Qatar Qatar Airways Full time

    Technology Services (TS) Controller Server Operations Domain Expertise: Linux About Your Job: The Controller shall be performing a Technical lead role in Server Operations domain - Supporting 24*7 worldwide business operations, primarily for Linux Server Operating System and Virtualisation technologies. Key Responsibilities Include: - Strong experience...

  • Ts Controller

    6 hours ago

    Doha, Qatar Qatar Airways Full time

    **About the role** The Technology Service Controller shall be responsible for analysis, design, implementation, administration, security, maintenance and support of various End User Technologies deployed in Qatar Airways group. Windows OS imaging & customization, L3 expert support; Design, Support & Administration of Software Centre Configuration Manager,...

  • Ts Controller

    20 hours ago

    Doha, Qatar Qatar Airways Full time

    **Roles and Responsibilities** - Develop and maintain observability strategies, including the selection and configuration of observability tools and platforms. - Create dashboards, alerts, and reports to provide real-time and historical insights into system behavior. - Support real-time log collection and aggregation to efficiently handle errors and problem...

  • Ts Controller

    5 days ago

    Doha, Qatar Qatar Airways Full time

    **About your Job**: We are looking for a Technology Services Controller responsible for Application and Desktop Virtualization (VDI), Windows Server Infrastructure, Identity and Access management of Qatar Airways and its subsidiaries. Responsibility of the role includes design, implementation and maintenance of Citrix Virtual Apps and Desktops, Citrix cloud...

  • Ts Engineer

    1 day ago

    Doha, Qatar Qatar Airways Full time

    About the role: You will be responsible to provide IT Support and assistance to various physical security systems installed across Qatar Airways Group and Subsidiary Companies. Provide support for all Projects including planning, executing, and finalizing projects according to strict deadlines. Key Responsibilities: - Day to day assistance for maintenance...

  • Ts Controller

    20 hours ago

    Doha, Qatar Qatar Airways Full time

    **About the role** Qatar Airways is looking for an experienced Cloud Automation Engineer with a strong background in DevOps to join our team. As a Cloud Automation Engineer, you will be working closely with software development and IT operations teams to ensure that the software and infrastructure are aligned to support business goals. Your expertise in...

  • Ts Technical Architect

    20 hours ago

    Doha, Qatar Qatar Airways Full time

    **About your Job**: In this role, you will be responsible for the planning, designing, implementing, securing and maintaining network infrastructure for Qatar Airways’ hybrid cloud environment, which span across multiple cloud platforms including Azure & GCP, and private cloud datacentres. This role will be instrumental in ensuring well-architected design...

  • Ts Technical Architect

    2 days ago

    Doha, Qatar Qatar Airways Full time

    **About the role**: As Technical Architect - Physical Security Systems, you will be responsible for helping us achieve the following: - Managing the entire Physical Security System infrastructure including design, planning, technology enhancement, Cyber Security Compliance, Vendor Management and Support to meet business objectives of QR Group including...

  • Warranty Coordinator

    6 hours ago

    Doha, Qatar BQ Full time

    **SUMMARY OF POSITION**: Responsible for reviewing and analyzing customer warranties for failure mode and responsibility, communicate trends and lead improvement teams. Process claims for payment and communicate data trends to the organization for continual improvement. **PRIMARY DUTIES AND RESPONSIBILITIES**: To perform this position successfully, an...