Cargo Digital Support Specialist - Cargo Customer Experience

Overview

The Cargo Digital Support Specialist is responsible for guaranteeing 24/7 seamless operations within the cargo department by managing cargo software platforms and coordinating efforts among IT teams, vendors, and business units. This role provides frontline technical support for systems including CROAMIS, Digital Lounge, PROS, and the Cargo Website, ensuring smooth functionality and rapid resolution of issues across the Qatar Airways Cargo network.

Key Duties

• Prepare new stations for system go-live by overseeing cargo application deployment.
• Monitor and analyze system performance metrics, implementing improvements as required.
• Maintain and update reference data within cargo applications and the Qatar Airways portal to align with evolving business requirements.
• Support operational troubleshooting for stations both connected online and offline.
• Serve as a communication bridge between IT, vendors, and internal departments to support and implement cargo IT systems.
• Ensure all application modules are functional through ongoing collaboration with IT teams.
• Coordinate training programs to guarantee staff proficiency relevant to their roles.
• Liaise with customs authorities to ensure timely and accurate submission of required data.
• Advise management on optimal IT solutions to improve cargo operations efficiency.
• Ensure comprehensive user readiness among station and headquarters employees for system utilization.
• Continuously monitor and adapt systems to meet business changes and enhancements.
• Manage vendor relationships and outsourced activities related to cargo IT services.
• Collaborate with various departments to verify the correct operation of all system modules.
• Communicate new software releases and fixes to the entire cargo network effectively.
• Perform additional duties as directed by the Head of Department related to the role.

Qualifications & Experience

• High school diploma, vocational qualification, or equivalent diploma with a minimum of 5 years of related experience, or a bachelor's degree (or equivalent) with at least 4 years of relevant experience.
• Proven background in air cargo reservation systems and cargo applications including EDI.
• Experience managing IT service providers and service desk operations.
• Competence in cargo reservation, pricing, and inventory management.
• Basic project management knowledge.
• Strong leadership qualities including delegation, direction setting, workflow management, mentoring, and coaching skills.
• Capabilities in training and skill development for subordinate staff.

About the Organization

Qatar Airways Group has expanded from a modest fleet of four aircraft to delivering excellence across twelve sectors, fostering a culture of rapid growth, record-breaking achievements, and innovative trends against a backdrop of determination and ambition. Employees contribute to a globally recognized brand known for its relentless pursuit of excellence.

Additional Information

Reference number for this position is 235352. The role is located in the Doha Metropolitan Area, Qatar. The application closing date is August 26, 2026. This opportunity offers an engaging and progressive professional environment committed to fostering skill growth and challenging experiences.