TS Systems Engineer - SMAX and Operations Orchestration (OO)

About Your Job:

In this role, you will be part of End User Services (EUS) team and will work towards implementing new IT service management solution, SMAX. You will be part of the technical team that manages request fulfilment module and employee hire-to-retire solution through SMAX and Operations Orchestration (OO).

With outstanding technical expertise in the product and a deep understanding of process discipline should work diligently to implement robust IT service management tool in the organization.

The TS Systems Engineer will ensure seamless delivery of IT services by providing an effective and efficient solutions. In this role, you will also carry out service improvement activities such as optimizing service delivery processes. You will evaluate business requirements to identify automation opportunities in line with IT Security policies. You will closely work with service owners and support teams to help drive efficient request fulfilment process.

Key Responsibilities:

• Creating and testing new functionality in SMAX. Maintaining offerings and models in SMAX


• Developing and maintaining flows in Operations Orchestration (OO)


• Maintaining integrations, including certificates and secure communication


• Daily checks and maintenance of the environment


• Perform business analysis activities, analyze user requirements, design solutions and document system specifications


• Contribute in defining secure solutions by following best practices to ensure quality, scalability and security of deliverables


• Resolve production incidents or defects as needed, and proactively identify potential issues before they appear in the production environment; contribute to the root cause analysis


• Optimize employee onboarding process thereby providing seamless experience to affected employees


• Conduct continual service improvement by reviewing services in SMAX, provide recommendations and track improvement opportunities till closure


• Continuously look at ways to enhance user experience and minimize service delivery time. Discuss and provide recommendations to service owners for their services


• Work closely with technology and business teams within Agile/Scrum/CMMI model

About You:

A forward thinker with focus on implementing right solutions to deliver IT Services. Strong analytics and research capabilities and ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.

Possess following technical knowledge and relevant experience:

• Certification in Operations Orchestration and SMAX Administration will be added advantage


• IT Networking (AD, DHCP, DNS, IP Addresses, Protocols, Firewalls)


• IT Security (Authorization, Authentication, Certificates, Protocols, Best practices)


• Exchange and Microsoft 365 platform including Azure.


• Proficient in development using Agile Methodologies; expertise in integrations and automations using various technologies. You should possess knowledge of ITIL v4 and cloud technologies.


• Minimum 4 years of experience in OO Flows design, development and deployment


• Minimum 2 years of experience in SMAX product


• Minimum 4 years of experience in PowerShell and working knowledge of Python & C#

Excellent verbal and written communication skills, including the ability to be influential and persuasive with stakeholders. You must hold a Bachelor’s Degree/Diploma in Computer Science or equivalent stream with minimum 08 years of relevant experience in service delivery, preferably in an IT service industry and diverse work environment.

Application Guidelines

Employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

• All internal candidates can only have threeactive applications at any point intime.


• All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role


• All internal candidateswith an active final warning letter will be automatically disqualified from the recruitment process


• If you are Cabin Crew or Deck Crew(Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.