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Application Support Lead

2 months ago

Al Wakrah, Al Wakrah, Qatar QATAR Airways Full time
{"title": "Application Support Lead", "content": "About the Role

In this critical position, you will oversee the support and maintenance of business-critical applications at Qatar Airways. Your responsibility will be to ensure the smooth operation and availability of various business applications used within the organization. This includes troubleshooting application issues, resolving incidents, and providing technical support to end-users. You will 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. Your goal will be to ensure stability, availability, and efficient operation of business applications, while leading and managing a team to deliver exceptional support services to end-users.

Key Responsibilities
  • Manage and resolve application-related incidents and problems, analyzing issues, coordinating with relevant teams, and ensuring timely resolution to minimize impact on business operations.
  • Oversee 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, assigning tasks, providing guidance and mentoring, conducting performance evaluations, and fostering a positive and collaborative team environment.
  • Monitor the performance and health of applications, proactively identifying potential issues or bottlenecks, and taking appropriate measures to maintain optimal application performance.
  • Ensure that end-users receive timely and effective support for application-related queries and issues.
  • Collaborate with other IT teams, such as development or infrastructure, to manage and implement changes to applications, assessing the impact of changes, coordinating testing and deployment activities, and ensuring smooth transitions.
  • Ensure 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, ensuring thorough testing of NFRs, and ensuring corrective/preventive actions.
  • Manage 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.
About Qatar Airways

At Qatar Airways, we believe in the power of imagination. We are a company that never stops pushing boundaries, that dares to go beyond, and that strives for excellence in everything we do. We are a team of individuals with a shared passion for aviation, a passion that drives us to innovate and improve every day. We are a company that is committed to our values of innovation, customer obsession, and teamwork, and we are looking for individuals who share these values to join our team.

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