Summary
Serco Middle East is seeking an Airport Operations Control Center Analyst in Abu Dhabi to coordinate airport resources and communications with stakeholders and frontline teams. The role monitors service performance, responds to operational issues, documents procedural changes, and reports on client and operational concerns. The position works on a 24/7 shift rota, including holidays, and may provide training and cover for colleagues. Applicants should have airport operations experience, at least 2 years in an analyst role, performance analysis and reporting experience, and experience with customer service, tracking, rostering, or similar systems.
The posting
As published on serco.com. Pulled from the employer's site and shown as they wrote it.
Airport Operations Control Center Analyst
Impact a better future
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".
Your Opportunity
We are looking for AOCC Analyst to support with the coordination of resources on site from the designated Airport Operations Control Centre. The roles’ purpose is to act as the central integrator with the data center of the airport to provide communications with other stakeholders and share information with frontline staff (predominantly with duty CX Team Leaders).
They will provide on-going performance monitoring and implement strategies for addressing passenger service issues. Additionally, they will represent Serco with other stakeholders and report on any client relationship issues, obstacles and functional aspects of working with the AOCC to look at greater visibility across the designated airport facility.
Their end goal will be to serve the contracts team by delivering visibility, proactive communication and to recommend efficiencies in the operation through observation and teamwork.
Key accountabilities
- Ensure efficient and continuous customer services are available to the client on site 24/7.
- Continual monitoring and coordination of resources on site from the designated Airport Operations Control Centre.
- Fast and efficient handling of changes in airport demand with subsequent coordination with management and frontline staff.
- Ensure the frontline team address and priorities requests within the agreed KPI structure (where relevant to role).
- Coordinate and respond to issues whilst on duty – with respect to AOCC relevance.
- Determine site specific procedures for the position with AOCC
- Document and report on changes in operational procedures
- Manage stakeholders and report on concerns
- First point of escalation for issues (related to AOCC operations, data management and airport demand) with accountability for documentation and transparency with management
- To work within shift rota to cover 7 day/week 24 hours/day including statutory holiday periods.
- Adhoc adjustments to daily operations design through changes in the roster to ensure the team cover the workload and so that Serco have visibility on changes to deployed personnel. Seek approval from the Rostering and Scheduling manager for major alterations.
- Providing designated training and guidance on systems and processes to new personnel.
- To provide cover for colleagues as and when need arises (illness/holidays etc.).
- To undertake training and be an active Team Member of both Serco and Abu Dhabi Airports.
- Carry out all other duties as directed by the line management to the benefit of the Serco and services to the Client.
Specific requirements
- Up to 5 years’ experience within airport operations environment
- A minimum of 2 years work experience as data analyst, system analyst, business analyst or as an information analyst
- Previous experience of performance analysis, management, reporting and attribution
- Up to 2 years supervisory or team leader experience.
- Proven experience in the use of customer service, tracking or rostering or similar systems
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.