Operational & System Improvements Officer

About the role

The Operational & System Improvements Officer is responsible for supervising the resources, workforce, equipment systems and facilities of the Operations & System Improvements department, and ensuring efficient IT support for OAS operations, management, support teams and other stakeholders. The role directly monitors the Support Desk, IT assets and procurement support or telecom support to achieve SLAs and maintain operational and financial KPIs, and represents the department in functional meetings with IT updates and reports.

Key responsibilities

• Analyze IT project and solution selection, implementation and support with QR IT, MATAR IT and QAS Operations within approved schedules and budgets.
• Supervise QAS-administered IT systems, IT assets and telecom framework, and act as first-level escalation contact for IT issues within agreed SLAs.
• Provide technical advice to agents and stakeholders and help specialists with complex technical issues.
• Implement performance KPIs, publish reports on IT assets, telecom and support desk, and ensure communication with internal and external stakeholders.
• Monitor the Support Desk: supervise daily activities, take escalated issues, optimise resource use in shifts and maintain 24x7 support for all QAS GH departments.
• Monitor IT assets, procurement and telecom controls, including stores monitoring with min/max stock limits.
• Plan and monitor IT asset procurement, telecom service activation and support for fixed and mobile assets, and run periodic cost-control audits.
• Propose solutions for business needs, prepare business cases and CMCs for IT projects, and perform other duties as directed by the Head of Department.

Required profile

• High school, vocational or diploma qualification with at least 4 years of job-related experience, or a bachelor's degree with at least 3 years.
• At least two years in a supervisory role.
• IT technical knowledge, command of English, self-motivated and disciplined, with strong written and verbal communication skills and ability to meet deadlines.
• Preferred: airline or aviation background.

Required skills

• ERP and reporting tools
• Telecom and telephone systems
• MS Office and MS SharePoint
• Oracle ERP, procurement and vendor management processes
• Project management

To apply, candidates upload their CV and complete the online application form.