Job Description

About the role

As Operations Systems Manager, you are responsible for the day-to-day management and delivery of business support of specialised operational systems and software within the IOC and Flight Operations by ensuring that user support issues are investigated, verified, actioned and followed up through to closure. This will include liaising and tracking any defect rectification with relevant IT suppliers and vendors. Ensure that routine software updates are tested and implemented into production and that and routine configuration changes to operational systems and reference data is carried out to agreed service levels.  

Key Accountabilities:

• Through the systems team ensure that every support issue / request / ticket is logged and assigned to an owner for investigation, rectification and / or action, so that impact on business is minimised.
• Prioritise and organize routine system administration tasks to ensure software housekeeping, reference data, and rules are maintained accurately so that such software remains fit-for-purpose. 
• Weekly review of issues, logs and support tickets KPI’s to ensure prompt and effective action is taken by the systems team. Identify and rectify any situations that violate agreed SLA’s to ensure that end user issues and requests are actioned and closed promptly.
• Where support requests and tickets identify a significant gap in systems capability, ensure that such feedback is given to the Line Manager for inclusion in division wide enhancement plans and system strategy. 
• Monitor support tickets to identify any reoccurring trends so that these can be highlighted to the relevant vendor / supplier for correction and therefore increase quality of overall software and minimise the amount of defects. 
• Through the systems team coordinate outages for system maintenance and upgrades with IT and all key users to minimise downtime and operational impact.
• Co-ordinate with IT for adequate technical support and maintenance of operations systems ensuring that service levels from IT, are sufficient to support the business.
• Prepare and maintain systems admin procedures manual such that the systems team provide support to the highest standards.
• Plan and carry out, through the systems team and user teams, on-going back-office testing of software to ensure that routine updates, enhancements, new infrastructure, operating systems and equipment do not introduce functional or performance defects when promoted to production.
• Through the systems team carry out trials and tests for new software or modules in order to evaluate benefit and validate any business case.
• Participate directly, or through the systems team, in scoping and detailed functional specifications exercises for new and existing systems.
• Organise for the systems team to deliver training as required by the system training program and ensure the system team contributes to knowledge sharing programs.

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.

Qualifications

About you

The successful candidate will have the following qualifications and skills:

• Bachelor Degree or equivalent plus minimum 6 years of relevant job-related experience
• An IT or Aviation related qualification (preferred)

Job-related skills:

• Knowledge of crew planning and management practices and systems.
• Understanding of airline IOC / OCC working environment.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop skills. Ability to foster teamwork among team members.
• Knowledge of a Crewing and/or Ops Management System (preferred).
• Knowledge of JIRA service desk or other similar case management software (preferred).

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.

Skills Required

• Communication
• IOCC
• Crew Management