Description
About the role
In this role, you will be part of ISO 20000 Certified IT Service Management Team supporting the tools under ITSM portfolio. You will be responsible for ensuring the availability of the application platforms, configure and support the tools in accordance to the ITSM processes and procedures.
Key Responsibilities
- Support and administer the tools under ITSM portfolio – SMAX, Service Manager, CMDB and other integration tools.
- Operational support on application runtime platform based on Kubernetes.
- Support ITSM team to configure workflows, approvals and notifications as per requirement.
- Ensure the system upgrades are done as per internal requirements.
- Identify and define all CIs that support IT services. This includes hardware, software, infrastructure, and other resources that are essential for the delivery of IT services.
- Work with other stakeholders to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.
- Supports in the development of CMDB policy, processes and knowledge base.
- Design, schedule and deliver reporting requirements.
- Support the integration with other applications that consume or supply data to CMDB.
- Work on any operational issues affecting ITSM applications from application availability to issues related to process workflows.
- Work with vendor for technical issues as well as new requirements.
- Follow standards corresponding to operational procedures and organizational cyber security guidelines.
- Provide configuration data to other ITSM processes, such as incident management, problem management, and change management. Configuration data is essential for these processes to function effectively.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
Qualifications
About You
- Bachelor’s degree or equivalent qualification in IT or relevant field.
- Minimum 6 years of relevant experience in technical support, preferably in IT services industry.
- Excellent knowledge in OpenText Service Management platforms – Service Manager, SMAX, UCMDB.
- Knowledge on Connect-IT, OPB, OO integration platforms.
- Understanding of CMDB discovery concepts and relationship mappings
- Familiar with the processes that consume CMDB data, eg: ITSM, Monitoring platforms, Asset Management
- Excellent analytical, and problem-solving skills on maintaining CMDB data integrity.
- Thorough knowledge on both Windows and Linux operating systems.
- Knowledge on Web Services (SOAP and REST APIs).
- Knowledge on Database engines and constructing SQL queries to retrieve data for reporting.
- Knowledge on building reports and dashboards using SSRS and Grafana.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
