Manager IT – Airport Operations Support

Job overview

This role is accountable for leading support for business-critical airport operations technology, with a focus on keeping systems available, stable, secure, and responsive around the clock. It owns the full support lifecycle for the applications and platforms in scope, covering incident handling, problem resolution, change control, release coordination, and ongoing service enhancement. The position also ensures new solutions are prepared properly for operational support and integrated smoothly into day-to-day service.

Core responsibilities

• Take full ownership of support for airport operations systems and make sure agreed service levels and performance commitments are consistently achieved.
• Direct incident management and major incident response, including investigation of root causes and implementation of corrective actions.
• Oversee change, release, and configuration activities to reduce disruption to airport operations.
• Coordinate integrations, patches, and small system enhancements with both internal stakeholders and external suppliers.
• Track service performance measures such as uptime, mean time to restore service, backlog levels, and user satisfaction, then lead improvement actions based on those results.
• Run service review meetings and put continuous improvement initiatives into practice.
• Ensure newly delivered solutions transition cleanly into business-as-usual support through documentation, training, and monitoring.
• Manage the full system lifecycle, including upgrades, patching, and planning for end-of-life or obsolete technology.
• Promote operational excellence through proactive monitoring and performance management.
• Serve as the main escalation contact for critical business incidents and system outages.
• Manage suppliers, contracts, and support agreements to ensure value and service quality.
• Work closely with Airport Operations, IT functions, and the Transformation team.
• Support procurement activities by defining technical needs and making recommendations.
• Ensure alignment with IT service management and information security standards, including ISO 20000 and ISO 27001.
• Maintain operational records such as SLAs, SOPs, and service catalogues.
• Identify and manage operational risks such as outdated systems and single points of failure.
• Protect data and maintain security compliance across all supported platforms.
• Ensure disaster recovery and business continuity plans are ready and regularly tested.
• Work with cybersecurity teams on vulnerability management and audit activities.
• Maintain recovery procedures and system resilience measures.
• Lead a 24/7 team of IT support professionals.
• Set priorities, direction, and performance goals that support business objectives.
• Coach, mentor, and develop team members, including succession planning.
• Support initiatives focused on developing national talent.

Requirements

• Bachelor’s degree in IT, Engineering, or a related discipline.
• At least 8 years of experience supporting IT applications or platforms.
• Minimum 5 years of experience leading teams and delivering large-scale IT programmes.
• Background in airport systems such as AODB, BHS, or terminal operations platforms.
• Experience working in a 24/7 operational environment.
• Strong understanding of IT service management practices, especially ITIL.
• Demonstrated ability to handle incidents, manage changes, and deliver reliable services.
• Strong capability in stakeholder and vendor management.
• Ability to lead teams, manage workload effectively, and sustain performance.
• Excellent communication, analytical problem-solving, and decision-making skills.

Additional information

Reference: 2600007D

Location: Qatar - Doha

Job family: Not specified

Closing date: 2026-06-24

The role operates in a 24/7 environment and includes leadership responsibilities for an IT support team.

Qualification

Bachelor’s degree in IT, Engineering, or a related field is required.

Experience

Candidates should bring at least 8 years of relevant IT application/platform support experience, along with 5 years or more in leadership roles handling large IT programmes. Prior exposure to airport operational systems and round-the-clock service environments is important.

Skills and competencies

The role calls for strong ITIL-based service management knowledge, structured incident and change control capability, vendor coordination, cross-functional collaboration, performance tracking, and confident leadership. Clear communication, sound judgment, and practical problem-solving are essential.