Summary
Qatar Airways is seeking a Systems Support Specialist for its Ground Services operations in Doha. The role owns and supports operational platforms, including passenger check-in, self-service, load control, biometrics and regulatory systems. Duties include implementing automation and system enhancements, investigating incidents, coordinating resolutions, and maintaining governance, security and compliance controls. The specialist will work with business, technology and external stakeholders and develop business cases and reports to support the automation roadmap.
The posting
As published on qatarairways.com. Pulled from the employer's site and shown as they wrote it.
About the role:
Ground Services is seeking a highly motivated and innovative Systems Support Specialist to support the ongoing digital transformation of airport operations through automation, system optimization, and technology-driven solutions.
In this role, you will serve as a key System Owner and Subject Matter Expert (SME) for Ground Services automation platforms and operational systems, providing technical expertise, business analysis, stakeholder engagement, governance support, and operational system management. The role will actively contribute to the development and implementation of automation initiatives that improve operational efficiency, compliance, customer experience, and business value across the Qatar Airways network.
The role requires a proactive individual capable of balancing strategic innovation initiatives with operational system ownership, ensuring business continuity, compliance, and continuous improvement across Ground Services technologies.
Key accountabilities include:
Drive the Ground Services Automation strategy by identifying, evaluating, and delivering innovative automation and digital transformation initiatives that enhance operational efficiency, customer experience, and business value across the network.
Act as the System Owner and Subject Matter Expert (SME) for assigned Ground Services technology platforms, ensuring system reliability, performance, security, compliance, and alignment with business objectives.
Manage and support critical operational systems including Passenger Check-in, Self-Service Technologies, Interline Integration (IATCI), Weight & Balance, Load Control, Biometrics, Regulatory & Security Systems (APIS, APP, Secure Flight, iAPI), and System Access Management.
Lead the evaluation, implementation, and rollout of new technologies, system enhancements, and automation solutions across the Hub and network stations while ensuring operational readiness and business continuity.
Monitor system performance, investigate incidents, perform root cause analysis, and coordinate effective resolution plans with internal teams, vendors, and stakeholders to minimize operational impact.
Partner with business and technology stakeholders to capture, prioritize, and translate operational requirements into scalable technology solutions, ensuring successful delivery and adoption.
Drive continuous improvement through process reviews, user engagement, operational performance analysis, and identification of automation opportunities that deliver measurable business benefits.
Establish and maintain governance, compliance, cybersecurity, audit, and risk management controls to protect passenger data, system integrity, and operational resilience.
Collaborate with Ground Services, IT, Digital, Commercial, Finance, Procurement, and external partners to manage stakeholder expectations, benefits realization, project risks, and performance outcomes.
Develop business cases, investment proposals, executive reports, and strategic recommendations to support decision-making, prioritization, and the long-term automation roadmap for Ground Services.
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