Ts Controller

2 days ago

Doha, Qatar Qatar Airways Full time

About Your Job:
The TS Controller will ensure seamless delivery of IT services by providing an effective and efficient IT solution. In this role, you will carry out service improvement activities such as evaluating and streamlining operational support procedures and optimizing service delivery processes. In this role, you will evaluate business requirements to identify automation opportunities in line with IT Security policies. You will be closely working with system owners and support teams to help drive efficient request fulfilment process. With outstanding customer service orientation and a deep understanding of process discipline should work diligently to help the teams in IT to improve their service offerings that would result in providing excellent employee experience to our valuable internal users.

Key Responsibilities:
- Manage End User Services (EUS) team by overseeing the daily operations; Identify and manage operational risks. Manage team members, including performance and training assessments- Uphold the highest standards of accountability, integrity and professionalism for the team; ensure compliance of department and organizational polices- Ensure all processes followed by the team are thoroughly documented, consistently audited, and regularly improved- Secondary point of contact for IT Service portal (ITSP) and employee hire-to-retire process for QR group. Lead ITSP Service review meetings for Change and New service creation- Conduct continual service improvement by reviewing ITSP services, provide recommendations and track improvement opportunities till closure.- Continuously look at ways to enhance user experience and minimize service delivery time. Discuss and provide recommendations to service owners for their services.- Evaluate and assess strategic solutions that leverage new and emerging technologies that drive process automation and improve team’s effectiveness and efficiencies- Perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and team members in the course of work- Participate in internal and external audits; oversee and coordinate responses to audit requests- Follow up customer-satisfaction issues and user-feedback responses.-
- Build service relationships with users in order to achieve best in class Customer Satisfaction.

**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:
A strategic and forward thinker with focus on implementing right solutions to provide secure and accurate access management. Strong problem solving, analytics and research capabilities and ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.

Excellent verbal and written communication skills, including the ability to be influential and persuasive with stakeholders; Effective supervision, training and employee motivation principles, practices and techniques; ability to lead by example and demonstrate integrity, outstanding interpersonal and leadership skills.

Working knowledge of Active Directory, Exchange and Microsoft 365 platform including Azure. Understanding of project management principles and practices; Possess knowledge and understanding of relevant industry standards and IT security best practices. IT industry certifications such as MCSE & ITIL V4 (Foundation course) will be an added advantage.

You must hold a Bachelor’s Degree/Diploma in Computer Science or equivalent stream with minimum 10 years of relevant experience in service delivery, preferably in an IT service industry and diverse work environment.

**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

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