24/7 Incident Commander - Enterprise IT Service Desk
Q-Soft
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Job summary
Q-Soft in Qatar is seeking an experienced Incident Management Analyst to deliver first-line IT support within a large enterprise environment. You will manage incident lifecycles, log and categorize tickets, and coordinate resolutions to maintain service availability.
The role requires strong Microsoft 365, Active Directory, VPN and networking knowledge, 24/7 shift experience, and excellent communication. You will document actions, generate reports, and work with cross‑functional teams to improve
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
- Minimum 5 years of overall IT experience.
- At least 3 years in IT Service Desk, Incident Management, or Technical Support.
- Experience supporting large enterprise environments (>2,000 users).
- Experience in 24/7 support operations and rotational shifts.
- Strong ITIL knowledge across incident, service request, problem, and change management.
- Hands-on Microsoft 365 administration and Active Directory management.
Responsibilities
- Act as the first point of contact for IT incidents and service requests.
- Log, categorize, prioritize, and track tickets per ITSM/ITIL.
- Troubleshoot hardware, software, network, VPN, and connectivity issues.
- Provide first-level resolution and escalate complex issues to L2/L3.
- Support major incident management to minimize business impact.
- Monitor queues and ensure SLA compliance.
- Manage Microsoft 365 services and AD user accounts.
Skills
Education
Tools
Job description
Q-Soft in Qatar is seeking an experienced Incident Management Analyst to deliver first-line IT support within a large enterprise environment. You will manage incident lifecycles, log and categorize tickets, and coordinate resolutions to maintain service availability.
The role requires strong Microsoft 365, Active Directory, VPN and networking knowledge, 24/7 shift experience, and excellent communication. You will document actions, generate reports, and work with cross‑functional teams to improve
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