Technology Services Controller (Telecom & Collaboration)

Description

About Hamad International Airport:

Hamad International Airport enjoys a dominant position in the aviation industry. Our passenger volumes are on a steady and fast-growing path thanks to an unprecedented facility expansion that enhanced operational capacity and will drive business growth in the next years.

About the role

This role will be responsible for supporting project and operational activities, ensuring that the telecom services delivered over the Network infrastructure are secure and available 24/7 for airport operations

Key Responsibilities:

• Support 24/7 telecom operations and provide technical support for Cisco Unified Communications and Collaboration products.

• Plan and design unified collaboration and contact center solutions in line with the latest technology trends and industry standards.

• Maintain design, configuration, and Standard Operating Procedure (SOP) documentation for the telecom infrastructure.

• Conduct Root Cause Analysis (RCA) of reported incidents related to telecom and collaboration technologies, and ensure corrective actions are implemented in line with the change management process.

• Contribute to the implementation and operation of the airport's private 4G/5G networks and other telecom technologies.

• Drive continual service improvement by identifying and assessing innovative products and features that offer new or enhanced capabilities to improve the customer experience.

• Secure the telecom and collaboration infrastructure to protect the airport network from unauthorized access & threats and periodically review and update security measures.

• Support telecom projects and ensure compliance with established procedures, quality standards, and methodologies to achieve quality, cost, business benefit, and timeline targets.

• Liaise with external suppliers and internal teams involved in projects and operational maintenance of systems to meet business requirements.

Qualification

About you

Bachelor’s degree or Diploma in Electronics Engineering, Telecommunications, Computer Engineering, Computer Science, Information Technology, or an equivalent technical qualification.
4 years of relevant hands-on experience in Cisco Unified Communications, Collaboration, enterprise telephony, and associated telecom technologies.
Proven experience working in a large enterprise, telecom service provider, aviation, airport, or other 24x7 mission-critical operational environment.
CCNP Collaboration or an equivalent Cisco Collaboration professional-level certification is required; Cisco specialist-level certifications will be an advantage.
Strong hands-on experience in the implementation, administration, operational support, and troubleshooting of Cisco CUCM, Unity Connection, UCCX/UCCE, Expressway-C/E,
MRA, CUBE, voice gateways, SRST, ISR, SIP trunks, PRI/E1, PSTN, and IP telephony.
Strong troubleshooting and root-cause analysis capabilities covering SIP/RTP, codecs, DTMF, dial plans, call routing, endpoint registration, voice quality, connectivity, security, and interoperability, using RTMT, CDR/CMR, SIP traces, packet captures, and gateway diagnostic tools.
Good command of written and spoken English, with strong technical documentation, communication, and stakeholder coordination skills.