Ts Controller

5 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:

- Manage and provide effective operational support for all IT incidents and Service requests initiated by business end users. Ensure end users issues are resolved within defined SLAs (Service Level Agreements)
- Manage and provide L1 & L2 support for Amadeus DCS, Reservation and various airport CUTE platforms to ensure business Continuity and High availability for Critical operational systems.
- Coordinate and implement SITA WAN solution and provide ongoing support for the stations.
- Responsible for IT Service Management in co-ordination with Telecom, Internet, Airport CUTE Service providers to ensure stable, consistent and secure IT services for the end users and business operations
- Logging and maintaining the outage registry, updating ground services and IT Management teams.
- 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.
- Hands-on experience with Windows/Mac OS environments
- Knowledge of network security practices and anti-virus programs
- 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 TS Manager Service Support 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

**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 experience in IT Service and Support, End User Computing domain with expert knowledge of Microsoft Windows 10 OS platform; Operational knowledge of SCCM, Citrix/VMWare, Microsoft Active Directory and Level 3 Support of Amadeus Altea DCS, Reservation and airport CUTE environment. You should be aware of ITIL process of Incident, Change and Problem management.

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, b

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