System Performance Improvement Manager

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

Job Description

As a Digital Support Analyst, you will play a key role in ensuring the smooth operation of our air cargo systems. You will work closely with our team to resolve complex issues, improve our systems, and deliver exceptional customer service.

Your Responsibilities:

  • Complex Issue Resolution: Handle escalated or complex customer incidents and provide advanced troubleshooting support.
  • Root Cause Analysis: Conduct root cause analysis for recurring issues and recommend long-term solutions.
  • Incident Reporting: Prepare detailed reports for high-impact incidents and share insights with stakeholders.
  • Lead the resolution of escalated shipment discrepancies or critical delays.
  • Ensure seamless coordination across teams to resolve time-sensitive customer issues.
  • Customer Escalations: Handle priority escalations and ensure a resolution plan is in place to maintain customer satisfaction.
  • System Enhancements: Collaborate with L2/L3 teams and stakeholders to propose and implement system improvements.

About You

We are looking for candidates with a strong background in logistics operations or system support, and a passion for delivering exceptional customer service. You should have excellent communication skills, knowledge of air cargo customer experience, and experience with EDI automation systems and troubleshooting abilities. Additionally, you should have knowledge of cargo reservation/acceptance/handling processes and IATA/TACT regulations.



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