10 Incident Management jobs in Qatar

Service Desk Analyst The primary responsibilities of the Service Desk Analyst: Functional Responsibilities: Ensure full availability of Service Desk telephone, email, and other channels of support during their shift. Provide telephone and email support for clients and users. Proactively monitor support mailboxes and log in to the system. Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool. Create, document, and review work instructions to help deal with similar incidents and requests. Take full ownership of all open Incidents and Service Requests and update them daily at a minimum. Support Workplace Services in providing remote support to resolve users’ issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents. Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team. Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services. Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction. Knowledge, Skills & Experience Academic & Professional Qualifications: Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent. Experience: 3-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment. Skills and Requirements: Strong problem-solving abilities to diagnose and resolve customer issues. Excellent written and verbal communication skills, with a keen focus on effective customer service. Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients. Hands-on experience with Microsoft Operating Systems and the Office suite. Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration. Knowledge of IT Service Management principles, ITIL V4 Foundation certification. Knowledge of fundamental IT security principles. Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset. Proficiency in Microsoft Active Directory, Exchange, and O365. Preferred : Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience. Preferred : Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills. Preferred : Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.

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**Service Desk Agent (call center)**
- **Skill Required**_
- Proficient in English both written and verbal.
- Ticketing systems experience.
- Service desk environment experience.
- IT background is preferred.
- 5 pm to 1 am QST from Monday to Sunday (2 weeks rotation).
- Working remotely.

**Job Type**: Temporary
Contract length: 2 months

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

**WHAT CAN MEEZA OFFER YOU?**
***
- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.**
***:

- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.**
***:

- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.**
***:

- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.**
***:

- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.**
***:

- **MEEZA offers market-leading benefits packages.**
***

**IMPORTANT STEPS TO FOLLOW**:
***

***:
The primary responsibility of the **Service Desk Analyst** is to
- Proactively monitor support mailboxes and log in to the system.
- Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
- Create, document, and review work instructions to help deal with similar incidents and requests.
- Take full ownership of all open Incidents and Service Requests and update them on a daily basis as a minimum.
- Support Work Place Services in providing desk-side support to resolve users’ issues.
- As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as a thorough knowledge of all MEEZA’s products, services, tools, and Service Management processes
- A high percentage of first contact resolution of clients’ and users’ Incidents and Service Requests.
- Achieve a set level of first-level resolution of clients’ and users’ Incidents and Service Requests.
- Ability to create work instructions to share acquired knowledge with peers.
- To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc)
- To work and be measured against strict Service Level Agreements
- Provide clients and users with clear, concise updates in relation to their Incidents and requests.
- Ability to work in all possible shifts (24*7 on shift basis).

**Operating Environment, Framework & Boundaries**:

- Work within technical strategies driven by business objectives and Enterprise architecture based on industry-recognized standards
- Must have the ability to work effectively in a multi-national, multi-cultural environment
- All outputs must adhere to the MEEZA SMF and agreed ISO standards

**Communications and Working Relationships**:

- Support in the resolution of client-related incidents
- Support continuous communication with all MEEZA clients on the status of their Service Requests
- Maintain technical compliance with all business directions and standards
- Undertaking to train entry-level employees

**Knowledge, Skills & Experience**:

- Post-secondary education in IT or related field
- Current Microsoft or Cisco certifications backed with practical hands-on experience (MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA and CCNP)
- Hands-on experience of the different network systems such as CISCO IPT, VPN service, and first-level basic network troubleshooting skills.
- ITIL v3 / v4 Foundation (Training will be provided).
- In-depth knowledge and experience about the different end-user environments such as - but not limited to - Microsoft Office Suite, print management and administration, file sharing and collaboration, and basic hardware knowledge.
- Hands-on experience with Microsoft Operating systems (Windows 10, Windows server).
- Experience required with Microsoft Active Directory, Exchange, Azure and O365 administration.
- Appropriate knowledge about IT security fundamentals.
- Hands-on experience with endpoint security systems.
- Basic knowledge of desktop/server virtualization.
- Experience with HP Service Manager is a plus.
- Experience with Microsoft Active Directory, Exchange and O365.
- Experience or knowledge about SCCM, Intune, and Bitlocker is highly recommended.
- Operational experience in maintaining complex IT environments.
- Excellent English and Arabic written and verbal communication skills.

Select how often (in days) to receive an alert: Create Alert

** PREFERENCE WILL BE GIVEN TO QATARI CANDIDATES **

Job Summary and Purpose

Ensure that all service levels are achieved in line with the need of a safe and efficient IT operations within NAKILAT and its joint ventures. Provide management and technical expertise to the IT service desk function to provide 1st level technical support.

Accountabilities

Key Accountabilities:

Service Desk Support and Operations:
1. Manage IT service desk staff coverage, prepare reports on SLA compliance, service desk metrics and IT assets.
2. Establish and set the standard for the provision of support services within NAKILAT and its joint ventures.
3. Coordinate with the vendor support to resolve technical problems with desktop computing equipment, printers and software's.
4. Provide consulting support to site organizations in regard to office automation, end-user computing projects and training programs.

New Project Implementation:
5. Support the strategy for new project implementations at the client level with regard to applications, software and technology.

IT Asset and Data Management:
6. Set up and install/replace IT equipment in line with 4-year replacement policy.
7. Ensure all computers are running licensed software and that there are no copyright infringements.
8. Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition.
9. Undertake routine maintenance of computers and peripheral devices.

Documentation:
10. Prepare and maintain appropriate documentation of IT Inventory records, support call logs, and work status reports.
11. Assists in framing NAKILAT’s IT policies and procedures.

Generic Accountabilities:

People Management:
12. Manage section staff by overseeing their performance management, recruitment, training and development to ensure high levels of engagement and competence.

Safety, Health, Environment, & Quality (SHEQ):
13. Adhere to all relevant SHEQ policies, procedures, instructions and controls so that NAKILAT provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people.

Policies, Systems, Processes & Procedures:
14. Implement approved policies, processes and procedures, and provide instructions to subordinates to ensure their proper implementation.

Others:
15. Carry out any other duties as directed by the Head of IT Operations.

Key Result Areas

• Meet or exceed client expectations with respect to IT Service Desk Support
• Maintain the IT Assets as per company policies
• Prepare necessary documentation of IT records
• Provide support to team members for understanding of new technologies and on the job training

Qualifications, Experience and Job Skills

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering or any related field
• ITIL certificate is a must
• Microsoft Certified Professional (MCP) certificate is a must
• Microsoft Certified Solutions Expert (MCSE) certificate is preferred
• Cisco Certified Network Associate (CCNA) certificate is preferred

Experience:

• 6 years of experience of which a minimum of 3 years should be in a similar position, preferably in a similar industry

Job Specific Skills:

• Advanced knowledge of service desk best practices and services
• Advanced knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange and Active Directory

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Select how often (in days) to receive an alert: Create Alert ** PREFERENCE WILL BE GIVEN TO QATARI CANDIDATES ** Job Summary and Purpose

Ensure that all service levels are achieved in line with the need of a safe and efficient IT operations within NAKILAT and its joint ventures. Provide management and technical expertise to the IT service desk function to provide 1st level technical support. Accountabilities

Key Accountabilities: Service Desk Support and Operations: 1. Manage IT service desk staff coverage, prepare reports on SLA compliance, service desk metrics and IT assets. 2. Establish and set the standard for the provision of support services within NAKILAT and its joint ventures. 3. Coordinate with the vendor support to resolve technical problems with desktop computing equipment, printers and software's. 4. Provide consulting support to site organizations in regard to office automation, end-user computing projects and training programs. New Project Implementation: 5. Support the strategy for new project implementations at the client level with regard to applications, software and technology. IT Asset and Data Management: 6. Set up and install/replace IT equipment in line with 4-year replacement policy. 7. Ensure all computers are running licensed software and that there are no copyright infringements. 8. Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition. 9. Undertake routine maintenance of computers and peripheral devices. Documentation: 10. Prepare and maintain appropriate documentation of IT Inventory records, support call logs, and work status reports. 11. Assists in framing NAKILAT’s IT policies and procedures. Generic Accountabilities: People Management: 12. Manage section staff by overseeing their performance management, recruitment, training and development to ensure high levels of engagement and competence. Safety, Health, Environment, & Quality (SHEQ): 13. Adhere to all relevant SHEQ policies, procedures, instructions and controls so that NAKILAT provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people. Policies, Systems, Processes & Procedures: 14. Implement approved policies, processes and procedures, and provide instructions to subordinates to ensure their proper implementation. Others: 15. Carry out any other duties as directed by the Head of IT Operations. Key Result Areas

• Meet or exceed client expectations with respect to IT Service Desk Support • Maintain the IT Assets as per company policies • Prepare necessary documentation of IT records • Provide support to team members for understanding of new technologies and on the job training Qualifications, Experience and Job Skills

Qualifications: • Bachelor’s degree in Computer Science, Computer Engineering or any related field • ITIL certificate is a must • Microsoft Certified Professional (MCP) certificate is a must • Microsoft Certified Solutions Expert (MCSE) certificate is preferred • Cisco Certified Network Associate (CCNA) certificate is preferred

Experience: • 6 years of experience of which a minimum of 3 years should be in a similar position, preferably in a similar industry

Job Specific Skills: • Advanced knowledge of service desk best practices and services • Advanced knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange and Active Directory

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Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

**Job Description**:
The primary responsibility of a guest service agent is to provide expertise services in a courteous manner. You are responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest-s account upon completion of their stay. You will handle all guest enquires, requests and comments promptly and efficiently, ensuring their stay in the hotel is to their satisfaction.

**Qualifications**:

- A strong focus on customer service
- Prior experience in hotel front office operations is preferred
- Excellent communication skills; fluency in English is required
- Be able to work shifts, weekends and public holidays
- Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred
- Arabic Language is a plus

Bachelor’s degree in Banking, Finance, Accounting, or MIS Minimum of 10 years of relevant experience, preferably with a top-tier international bank Certified or trained in IT Security and Enterprise Architecture Proven ability to lead large-scale architecture and governance initiatives Key Responsibilities : Strategy and Governance : Deliver cost-effective architecture solutions for internal and external systems Align IT architecture with business goals in collaboration with senior stakeholders Coordinate cross-functional architectural changes with other teams Use standard frameworks such as TOGAF to design and enhance enterprise architecture Maintain and supervise business, application, data, and technology architecture layers Design and implement a service-oriented integration layer across systems Develop an enterprise information architecture for seamless data interoperability Compliance and Standards : Conduct architecture reviews to ensure compliance with IT standards, risk, and audit policies Define and enforce enterprise-wide technology standards (e.g., ITIL) Provide accurate information to internal and external auditors, compliance, and risk teams Stay informed of technology trends and propose relevant updates to architecture standards Stakeholder and Customer Engagement : Gather and document system requirements from business units Support internal users with product-related queries and system requests Maintain service level agreements and improve delivery turnaround times Build strong relationships with internal teams and project stakeholders Support the bank’s digital transformation and strategic IT initiatives Present high-level architecture plans to executive management Research and pilot innovative architecture solutions to meet future business needs Strategic and analytical mindset Strong stakeholder engagement and communication skills Deep knowledge of banking systems and enterprise IT Ability to lead and coordinate across departments

#J-18808-Ljbffr

We are hiring IT Service Management Consultant (SACM) to work under our reputed client in Qatar.
- Duration: 1- Year renewable_

**Minimum requirements**:

- Bachelor’s degree in Engineering/ Computer Science or related fields.
- 10 years of experience with asset inventory and management.
- Ability to use ITSM tools BMC- Remedy & balance multiple concurrent activities and manage time efficiently.
- Can join immediately with valid QID
- Residing in Qatar

**Interested applicants**:forward the CV's through WhatsApp at +974 70788820.

Application Question(s):

- Are you residing in Qatar?

**Experience**:

- ITSM tools BMC-Remedy: 1 year (required)
- Asset inventory and management: 9 years (required)

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We’re looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we’d like to hear from you.

**WHAT CAN MEEZA OFFER YOU?**
***
- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.**
***:

- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.**
***:

- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.**
***:

- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.**
***:

- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.**
***:

- **MEEZA offers market-leading benefits packages.**
***

**IMPORTANT STEPS TO FOLLOW**:
***

***:
The primary responsibilities of the **Director Service Portfolio Management**:

- Define the product strategy and roadmap that facilitates the delivery of revenue, EBIT, and market share targets
- Manage the entire service/product line life cycle from strategic planning to tactical activities
- Specify market requirements for current and future services by conducting market research supported by ongoing visits to clients and prospects
- Drive solution set across service development teams (primarily ITS, Strategic Suppliers, Sales, and Marketing) through market requirements, service development through to service end of life (EOL)
- Develop, publish and maintain the MEEZA Services catalogues (Business and Technical)
- Develop and implement a company-wide go-to-market plan, working with all departments to execute
- Manage cost model including service/product P/L and set pricing that meets with corporate financial targets
- Analyse potential partner/supplier relationships for existing and developing services
- Ensuring the Service Portfolio Management process is performed as designed
- Maintain a detailed view of the competition (Local, Regional, and Global)

**Knowledge, Skills & Experience**:

- 8+ years at the management level acting in a strategic capacity
- 5+ years in product management role/function in services-based business, preferably technology
- Demonstrated success in the conceptualisation, development, and launching of IT services
- Excellent financial analysis skills including managing product/service P/L and associated cost models
- Comprehension of technology and process frameworks including ITIL
- Excellent negotiation skills and proven track record in strategic partner arrangements
- Excellent written and verbal communication skills
- Excellent presentation skills to large audiences
- Proven ability to influence cross-functional teams without formal authority
- Completed complex analysis of business requirements making recommendations up to the executive level

**Education**:

- University degree in business administration or computer/technology-related field