Job closed
Ref: GP388-1615
Job description / Role
Operations Supervisor - NOC (IT) - Qatar Airways - Doha
In this role you will be part of 24x7 QR IT NOC team. 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 problems through to resolution. You are required to 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. You should have the ability to determine the nature of problem by looking at the monitoring alerts, run diagnostic programs wherever required to resolve incidents and then follow-up with internal IT team to ensure the issue has been resolved.
Key Responsibilities:
• Monitor Systems- NOC Supervisors monitor the performance and capacity of computer systems using HP & SCOM monitoring tools. They look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, NOC Supervisors work to determine the cause of the problem.
• Troubleshoot Problems- When a problem impacts the IT services, the NOC Supervisor works to troubleshoot the problem, if possible. 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, the NOC Supervisor 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 the NOC Supervisor is responsible for updating.
• Report Incidents- When problems are too large or complex for quick troubleshooting, NOC Supervisor must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. NOC Supervisor maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
Requirements
You must hold a Bachelor's Degree in Computer Sciences with minimum 3 years of relevant experience in technical support, preferably in an IT services industry. Having an IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage
To be successful in this role you must have good communication, problem solving skills and flexible enough to work on shifts.You must handle multiple tasks at one time and work successfully as part of a team, while being under pressure. You must work varied hours / days based on business needs with process oriented approach to address issues in hand. You should have hands on experience in managing windows or Linux operating system servers. Usage knowledge of HP Service manager & HP MonitoringSuite is an added value.
About the Company
Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.
Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.
Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.