About the Role

 In this role, you will be responsible for overseeing the support and maintenance of business critical applications. You are responsible for ensuring the smooth operation and availability of various business applications used within Qatar Airways. This includes troubleshooting application issues, resolving incidents, and providing technical support to end-users. You need to 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. 

Key Responsibilities

• Manage and resolve application-related incidents and problems. This involves analyzing issues, coordinating with relevant teams, and ensuring timely resolution to minimize impact on business operations.
• Oversees the entire application support function, ensuring that all applications are properly maintained, supported, and meet service level agreements 
• Monitors the performance and health of applications, proactively identifies potential issues or bottlenecks, and takes appropriate measures to maintain optimal application performance
• Ensures that end-users receive timely and effective support for application-related queries and issues. 
• Collaborates with other IT teams, such as development or infrastructure, to manage and implement changes to applications. This involves assessing the impact of changes, coordinating testing and deployment activities, and ensuring smooth transitions.
• Ensures that accurate and up-to-date documentation is maintained for all supported applications, including troubleshooting guides, standard operating procedures, and knowledge base articles. 
• Communicates with various stakeholders, including business users, management, and other IT teams, to provide updates on support activities, manage expectations, and address any concerns or escalations.
• Manage the incident, change management effectively, and highlight if any critical risks associated and support go-live activities.
• Provide Out-of-Office hours support in case of critical production incidents.
• Provide timely updates to all stake holders on Incident resolutions progress and prepare post incident Root Cause Analysis.

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

• Bachelor Degree with minimum 2 years of IT industry experience as Application support lead.
• Knowledge of end-to-end software development life cycle, starting from requirements phase until delivery and rollout preferably on Azure DevOps using SCRUM methodology.
• Exposure to handle critical applications runs on different platforms like java, .Net based etc
• Experience on Linux, shell scripting and databases like Oracle, MySQL to understand the queries.
• Azure fundamental and Azure DevOps certification to manage the application deployment and track the bugs raised is an added advantage for this position.
• A strong technical background and proficiency in various aspects of application support are essential.
• Knowledge of application support tools, incident management systems, and ticketing systems.
• Must have good analytical and problem-solving skills and ability to troubleshoot and solve problems.
• Ability to foster teamwork among team members.
• Excellent interpersonal communication and organizational skills
• Excellent interpersonal, communication, negotiation and leadership skills
• ITIL (Information Technology Infrastructure Library) knowledge of framework for IT service management is considered a plus

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