Job description
Description
Job Purpose
Lead the support of mission-critical Airport Operations systems, ensuring high availability, stability, performance, and security across a 24/7 environment.
The role is responsible for end-to-end service ownership, including incident, problem, change, and release management, as well as driving continuous service improvement and operational readiness for new systems.
Key ResponsibilitiesOperations & Service Management- Own end-to-end support of Airport Operations systems, ensuring defined SLAs and performance targets are met
- Lead incident and major incident management, including root cause analysis and corrective actions
- Manage change, release, and configuration processes to minimise operational disruption
- Oversee integrations, patches, and minor enhancements with internal teams and external vendors
- Monitor service KPIs (availability, MTTR, backlog, user satisfaction) and drive improvements
Service Improvement & Delivery- Conduct service reviews and implement continuous improvement initiatives
- Ensure smooth transition of new solutions into BAU support (documentation, training, monitoring)
- Manage system lifecycle including upgrades, patching, and obsolescence planning
- Drive operational excellence through proactive monitoring and performance management
Stakeholder & Vendor Management- Act as escalation point for business-critical issues and system outages
- Manage vendors, contracts, and support SLAs to ensure performance and value
- Collaborate closely with Airport Operations, IT teams, and Transformation team
- Support procurement activities by providing technical requirements and recommendations
Governance, Risk & Compliance- Ensure compliance with IT Service Management (ISO 20000) and Information Security (ISO 27001) frameworks
- Maintain documentation including SLAs, SOPs, and service catalogues
- Manage operational risks (e.g., system obsolescence, single points of failure)
- Ensure data protection and security compliance across all supported systems
Business Continuity & Security- Ensure disaster recovery and business continuity readiness and testing
- Coordinate with cybersecurity teams on vulnerability management and audits
- Maintain system resilience and recovery procedures
Leadership Responsibilities- Lead and manage a team of IT support professionals in a 24/7 environment
- Set direction, priorities, and performance objectives aligned to business goals
- Coach, mentor, and develop employees, including succession planning
- Support national talent development initiatives
General Information
Ref #
2600007D
Location
Qatar-Doha
Job family
Not Specified