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Manager IT – Airport Operations Support

General Information

Ref #
2600007D
Location
Qatar-Doha
Job family
Not Specified
  • Closing Date: 2026-05-31

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
https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=2600007D
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