Manager IT - Airport Operations Support

About the role

This role leads the support of mission-critical Airport Operations systems in a 24/7 environment, ensuring high availability, stability, performance and security. It covers end-to-end service ownership, including incident, problem, change and release management, and drives continuous service improvement and operational readiness for new systems. The position is based in Doha, Qatar.

Key responsibilities

• Own end-to-end support of Airport Operations systems, meeting defined SLAs and performance targets
• 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
• Run service reviews, implement continuous improvement and ensure smooth transition of new solutions into BAU support
• Manage system lifecycle, including upgrades, patching and obsolescence planning
• Act as escalation point for business-critical issues and system outages, and manage vendors, contracts and support SLAs
• Collaborate with Airport Operations, IT teams and the Transformation team, and support procurement with technical requirements
• Ensure compliance with ISO 20000 and ISO 27001, maintain documentation (SLAs, SOPs, service catalogues) and manage operational risks
• Ensure disaster recovery and business continuity readiness, coordinate with cybersecurity teams on vulnerability management and audits
• Lead and manage a team of IT support professionals, set direction and performance objectives, coach and mentor staff, and support national talent development initiatives

Required profile

• Bachelor's degree in IT, engineering or a related field
• 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

Required skills

• Strong knowledge of ITIL practices
• Incident, change and service delivery management
• Stakeholder and vendor management
• Team leadership, communication, problem-solving and decision-making