Description
About the role
As a TS (Technology Services) Incident Manager, you will be responsible for ensuring the efficient and timely resolution of IT incidents to minimize business disruption. You will lead incident management processes, work closely with cross-functional teams, and play a key role in maintaining service excellence. You will be responsible for end to end closure of major incident management. You will be responsible for leading and managing QR IT Operations Command Centre team who works in 24x7 rostered shifts.
Key Responsibilities
- Lead and manage the incident management process, ensuring adherence to SLAs and KPIs.
- Act as the primary point of contact during major incidents, coordinating resolution efforts and communication.
- Collaborate with technical teams to identify root causes and implement preventive measures.
- Develop and maintain incident management documentation, processes, and tools.
- Provide regular updates to stakeholders on incident status and resolution timelines.
- Drive post-incident reviews, ensuring lessons learned are documented and applied.
- Monitor incident trends and identify opportunities for process improvement.
- Build strong relationships with internal teams, customers, and third-party vendors.
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
- Bachelors degree or equivalent with minimum of 6 years of job-related experience.
- Proven experience as an Incident Manager or in a similar IT service management role.
- Strong understanding of ITIL framework and incident management best practices.
- Excellent problem-solving and decision-making skills under pressure.
- Exceptional communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
- Proficiency in incident management tools and platforms (e.g., Service Manager, SMAX, ServiceNow, Jira).
- Ability to manage multiple priorities and maintain focus in a dynamic environment.
- Approachable and reachable during any time/day to handle and manage IT incidents.
- Optional: Industry certifications such as ITIL, PMP, or similar are 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
