About your role
In this role you will be part of 24x7 QR IT Network Operations Centre. You will be monitoring large computer networks, servers and applications for problems from a central location. You will analyze problems, perform troubleshooting and incident response on the system. You will communicate with senior technicians/engineers and track incidents through to resolution. You will provide technical assistance and 1st level technical support for incoming queries and issues related to IT. You will be responsible for responding to queries over the phone and emails. We need your experinece and ability to determine the nature of problem by looking at the monitoring alerts, running diagnostic programs wherever required, resolving incidents and then following-up with internal IT team to ensure the issue has been resolved.
Monitor Systems - you will monitor the performance and capacity of computer systems using industry standard system monitoring tools. You will ook for hardware, software, and environmental alerts or malfunctions. When an issue is identified, you will work to determine the cause of the problem.
Troubleshoot Problems - When a problem impacts the IT services, you will work to triage or troubleshoot the problem. Follow standard operating procedures that has been handed over. This may include coordinating with third-party vendors, customer contacts, or other IT teams.
Track all Issues - While responding to incidents, you must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the NOC and is a record of the health of the system. NOC has a ticketing system that you will be responsible for updating.
Report Incidents - When problems are too large or complex for quick troubleshooting, you will escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. You will also maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
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
To be successful in this role you must have customer facing experience with good English written and verbal skills. You should be able to handle multiple tasks at one time and work successfully as part of a team, while being under pressure. We are looking for someone who can work varied hours / days based on business needs with process oriented approach to address issues in hand. Hands on experience in managing windows or linux operating system servers would be an added advantage.
You must hold a Bachelor's Degree in Computer Sciences or equivalent qualification with minimum 2 years of relevant experience in technical support, preferably in an IT services industry. We are looking for someone with good communication, problem solving skills and willing to work in 24x7 rotating shifts. Having an IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage. Usage knowledge of HP (Microfocus) Service manager & HP (Microfocus) Monitoring Suite is an added value.
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