Summary: As a Digital Support Analyst, you will resolve complex system queries, manage customer interactions, mentor junior analysts, and drive continuous improvement initiatives. Highlights: 1. Serve as a key escalation point for complex system issues 2. Provide mentorship, training, and support to junior team members 3. Lead efforts to identify and address recurring incidents through data analysis ### **General Information** Ref \# 235347 Location Qatar\-Doha Job family Cargo \& Airport Operations * Closing Date: 2026\-08\-26 ### **Description** As a Digital Support Analyst you will serve as a key escalation point for resolving complex system\-related queries and issues. In addition to managing customer interactions and system configurations, this role oversees the delivery of high\-quality customer service, mentors junior analysts, and drives continuous improvement initiatives. The Senior Analyst also ensures operational efficiency through enhanced tracking, reporting, and proactive problem resolution. As part of your role, your responsibilities will be inclusive of, but not limited to the following: * Complex Issue Resolution: Handle escalated or complex customer incidents and provide advanced troubleshooting support. * Root Cause Analysis: Conduct root cause analysis for recurring issues and recommend long\-term solutions. * Incident Reporting: Prepare detailed reports for high\-impact incidents and share insights with stakeholders. * Lead the resolution of escalated shipment discrepancies or critical delays. * Ensure seamless coordination across teams to resolve time\-sensitive customer issues. * Customer Escalations: Handle priority escalations and ensure a resolution plan is in place to maintain customer satisfaction. * Proactive Support: Identify opportunities to preempt customer issues by analyzing historical trends and feedback. * Advanced Configurations: Perform more complex system configurations, such as workflow automation or integration setup with other tools. * System Enhancements: Collaborate with L2/L3 teams and stakeholders to propose and implement system improvements. * Testing Leadership: Lead the testing of new system features, updates, or configurations to validate functionality and customer impact. * Guidance for Junior Analysts: Provide mentorship, training, and support to junior team members to enhance their skills and efficiency. * Process Standardization: Develop and refine standard operating procedures for handling incidents and configurations. * Knowledge Sharing: Act as a subject matter expert (SME) for the team, ensuring knowledge is shared across the department. * Incident Oversight: Monitor and ensure all escalations are resolved within SLA by L2/L3 teams. * Stakeholder Communication: Keep management and key stakeholders informed about critical or highimpact escalations. * Continuous Feedback Loop: Provide feedback to L2/L3 teams for improving escalation processes and incident management efficiency. * Performance Metrics: Monitor and report on team performance metrics, identifying gaps and improvement opportunities. * Trend Analysis: Lead efforts to identify and address recurring incidents or service bottlenecks through data analysis. * Executive Reporting: Create detailed reports on operational performance, SLA compliance, and customer satisfaction for senior leadership. * Preventative Measures: Design and implement processes to reduce recurring issues or incidents. * Customer Feedback Integration: Work closely with customer success teams to incorporate customer insights into system and process improvements. * Collaboration with Cross\-Functional Teams: Serve as a liaison between support, operations, and IT teams to enhance the overall customer experience. * Voice of the Customer: Represent customers in discussions with internal teams, ensuring their concerns are addressed. * Strategic Initiatives: Support the development of customer\-centric strategies to improve service delivery and satisfaction. * Feedback Loop Management: Ensure customer feedback is systematically collected, analyzed, and acted upon to drive improvements. * Perform other department duties related to his / her position as directed by the Head of the Department. **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. ### **Qualification** **Qualifications and Experience** * High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 4 years of job\-related experience. * Bachelor’s Degree or Equivalent with Minimum 3 years of job\-related experience. * Logistic experience in operation \& system support. * Through knowledge of cargo reservation/ acceptance / handling processes * EDI Automation system and trouble shooting abilities. * Ability to conduct application trainings. * IATA/TACT Regulations * Strong SQL experience * Experience in writing selenium scripts. **About Qatar Airways Group** Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We have grown fast, broken records and set trends that others follow. We do not slow down by the fear of failure. Instead, we dare to achieve what has never been done before. So, whether you are 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. https://aa115\.taleo.net/careersection/QA\_External\_CS/jobapply.ftl?lang\=en\&job\=235347
Fatima Al-Kuwari
Indeed · HR
Fatima Al-Kuwari
Indeed · HR
