General Information

Ref # 2600007D

Location: Qatar-Doha

Job family: Not Specified

Closing Date: 2026-08-26

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 Responsibilities

Operations & 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

Qualification

Education

Bachelor’s Degree in IT, Engineering, or related field

Experience

Minimum 8 years of experience in IT application/platform support At least 5 years leading teams and delivering large IT programmes Experience in airport systems (e.g., AODB, BHS, terminal operations platforms) Experience working in 24/7 operational environments

Skills & Competencies

Strong knowledge of IT Service Management (ITIL practices) Proven ability to manage incidents, changes, and service delivery Strong stakeholder and vendor management skills Ability to lead teams, manage workload, and drive performance Excellent communication, problem-solving, and decision-making skills

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