TS Controller

About Your Job: In this role, you will be part of IT Service Support Team that provides remote support to Doha and Outstation users. You will be primary escalation contact for the team. You will ensure that all Incidents are responded efficiently in timely manner within defined SLAs. You will ensure that all processes followed by the team are thoroughly documented, consistently audited and regularly improved. This role with the strategic vision for the team will set the long-term direction of the team and will also balance and plan the short-term actions of the team. This role will be responsible in building a cohesive team and manage team resource effectively. You will be responsible for identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments. You will be responsible for sending out notifications for planned and unplanned service interruptions/outages. Key Responsibilities Include: • Provide first line support for all IT infrastructure and services (End User equipment, Network – LAN&WAN, CCTV, Access Control, Voice Systems, T&A Systems, business application services). This includes IT infrastructure services installation, configuration, periodic maintenance, trouble shooting and resolution of issues, faults and problems. • Manage and provide effective operational support for all IT incidents and Service requests initiated by business end users. Ensure end users issues are resolved within defined SLAs (Service Level Agreements) • Manage and provide L1 & L2 support for Amadeus DCS, Reservation and various airport CUTE platforms to ensure business Continuity and High availability for Critical operational systems. • Coordinate and implement SITA WAN solution and provide ongoing support for the stations. • Responsible for IT Service Management in co-ordination with Telecom, Internet, Airport CUTE Service providers to ensure stable, consistent and secure IT services for the end users and business operations • Troubleshooting, reporting, escalating, monitoring and coordinating network application outages reported by all QR outstation locations • Logging and maintaining the outage registry, updating ground services and IT Management teams. • Candidate should be able to handle pressure to ensure Outages related to Check-In counters are swiftly handled to avoid any operational delays in Aircraft departure due to IT Issues • Monitor Call Management System to ensure calls are answered promptly with as low as Zero call-abandoned rate.