We are looking to hire a HVAC Technician for one of our projects in Abu Dhabi. The key purpose of this role is to carry out allocated planned and reactive maintenance, fault diagnosis and remedial repairs on building services particularly on HVAC (Heating Ventilation and Air Conditioning) assets and associated controls and other equipment.The ideal candidate should be able to carry out the planned and reactive maintenance on the HVAC services associated plant such as, district cooling network, heat exchangers, AHU’s (Air Handling Unit), VAV’s (Variable Air Volume), FCU’sThis role will work closely with our Engineers at the prestigious ADIA Project in Abu Dhabi.Key AccountabilitiesMonitor, rectify and/or repair HVAC systems and services and ensure all operations, maintenance and repair actions are recorded and to update asset records on a daily basis.Assist in monitoring utilities for collation of consumption figures, and update records as required.Maintain up to date knowledge on all assets and equipment maintained for the safe and efficient performance of all duties.Carry out the planned and reactive maintenance on the HVAC services associated plant such as, district cooling network, heat exchangers, AHU’s (Air Handling Unit), VAV’s (Variable Air Volume), FCU’s (Fan Coil Unit), circulating pumps, heating units, supply and exhaust fans and associated control equipment.Knowledge of Air-cooled, water-cooled chiller and cooling tower operation and maintenance.

The Operations Engineering Manager will be responsible for the full remit of the delivery of Engineering Management services of the contract including operational and service provider team management, Planned Preventive Maintenance (PPM) and specialist services. The holder of the posittion will assist Senior Management with the delivery of the strategic direction of both the engineering and some soft services within the contract by ensuring the effective management of a number of outsourced service providers, with the primary objective of ensuring that adequate management systems are in place to continually ensure a safe and compliant environment.The ideal candidate should be able to demonstrate good people management and interpersonal capability. Someone who has proven analytical capability and problem-solving skills. An individual with excellent communicator and motivator at multi levels.This role is part of our Senior Management team at the prestigious Abu Dhabi Investment Authority (ADIA).Key AccountabilitiesProvide management and leadership for the Engineering department within a Contract, ensuring that international best practise Facilities Management is delivered as per the requirements of the client.Provide management and oversight of the outputs of the Engineering Department and their respective teams, to ensure service delivery in compliance with the Project Agreement.Building long-term relationships with the Client is keyDevelops the strategy for the service delivery of the businessLeads the management of reporting on contract performance for the Engineering Department within the contract and to the ClientManage the Engineering Department under his/her control ensuring that appropriate discipline, guidance, support, and moral welfare, are provided to all members of staff.Oversee the Stakeholder Management Plan, relating to Engineering Department, ensuring that key stakeholders engagement levels are monitored, and any negative feedback is escalated to the General ManagerContinuously improve systems of communication, maintain business integrity, and improve knowledge of customer expectations and identify and address concerns of stakeholdersLine management responsibility for all MEP and Civil Staff including Supervisors, Team Leaders, Technicians, and assistantsDeputised line manager responsibility for all other Engineering Management staff including project team, document controller and operations engineersEngineering Management Services include but are not limited to, planned, preventative and reactive maintenance activities for building fabric, MEP, specialist services systems and FF&E. Projects and variation works including fit outs, refurbishments and change of use requirements. Management and use of the Computerised Maintenance Management System (CMMS), Life Cycle management, Space Planning, Moves and Changes, Document Control and including management of As Built Drawings, O&M Manuals and Technical LibraryMeet the Key Performance Indicators (KPI’s) and availability criteria’s as per the contract Service Level Agreements (SLA’s)To support with the production of monthly and annual operational reports to both specified timeframes and adhoc as required. Reports will detail measurement and monitoring of the Engineering Management services, KPI’s and other relevant informationLead asset lifecycle planning for 3, 5, 10 & 20 years as per Client requirementsTo assist with the preparation of Budgets, financial monitoring, and cost controlsSupport the implementation and management of continual improvement initiatives, projects, and programmes across all areas of the department including service delivery, staff engagement, cost reductions and innovation

We are looking for an Assistant Technician -Outdoor Lighting to carryout preventative, corrective and breakdown maintenance on outdoor lighting related systems and assets individually or as part of a technical team, within a designated area, whilst ensuring minimal disruption to the operations. Carry out all technical and safety instructions from staff, to conform to policy and procedures.Key accountabilitiesAbility to conform to all general and technical safety requirements at all times to ensure the health, safety & welfare of self and others at workAny other work as assigned by the electrical supervisor/duty engineer to achieve the purposeCan read interpret and describe the functionality of electrical drawings (circuit and wiring diagrams/schematic and layout drawings) irrespective of manufacturerCan correctly setup and use electrical test equipment and interpret the test results to include- Digital Multi meter- Low Resistance Ohmmeter- Insulation Resistance Tester- Earth Leakage Circuit Breaker Tester- Earth Fault Loop Resistance TesterKnowledge in the use & interpretation of Local and International Electrical Standards and RegulationsSees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity.  Always alert to the customer’s point of view and demonstrates a sense of urgency.Sets clear team objectives and establishes courses of action for self and others to ensure that work is completed on time.Engages and influences others by using a wide range of communication methods and styles. Facilitates understanding and encourages communication both within own team and more broadly.Facilitates the implementation and acceptance of change and transformation within the workplace by guiding others and helping them adapt.

Your OpportunityWe are looking for an ELV Technician in Abu Dhabi who will carry out and/or ensure Planned Preventative Maintenance (PPM) is completed on all relevant Extra Low Voltage equipment daily, weekly, monthly and as planned.The ideal candidate should be customer service oriented with attitude, behavior, interpersonal skill and problem solving skills that enable an employee to respond to internal and external customer needs and expectations in a positive manner.This hiring for this role is subject to contract award.Key AccountabilitiesMonitor rectify and/or repair ELV/IT systems and services and maintain and update records on a daily basis.Assist in monitoring ELV systems status, functionality, and update records as required.Coordination with specialist service providers for all systems as required.Operate systems in accordance with site requirements.Record keeping and produce detailed work reports, as required.Fault finding on systems.Routine testing over and above any subcontract specifications.Maintain up to date records of work carried out on the plant and equipment within the site manuals and complete site log books.Prepare and submit all relevant technical and in-house paperwork, as detailed in the Engineers policies and procedures pack.

Carry out the planned and reactive maintenance on the electrical services and systems such as, lighting, emergency lighting, small power, switchgear, motors, pumps, control panels, instrumentation EPMS (Electrical Power Management System), BMS (Building Management System), HV (High Voltage), MV (Medium Voltage) LV (Low Voltage) power distribution systems including, IPS (Isolated Power Supply), UPS (Uninterruptible Power Supply), generators, and other associated plant. Assist in monitoring electrical consumption, collation of consumption figures, and update central records as required. Monitor, rectify and/or repair electrical systems and services and maintain and update records on a daily basis.Carry out maintenance and repair activities as directed by the line manager and adhere to Risk Assessments and Standard Operating Procedures. Conform to all necessary internal and/or external approvals before, during and after maintenance and repair work including Permit to Work and Lockout / Tag-out procedures. Maintain up to date knowledge through technical training provided in-house and personal training for the safe and efficient operation of all maintenance and repair duties. Ensure that plant rooms are tidy and all assets are in good repair.Promote the professionalism of the company. Participate in the Health, Safety & Risk programs including toolbox talks, health safety and environmental training related to work activities especially electrical safety and working at heights. Use safe systems of work when working with all building services electrical equipment. Integrate and communicate effectively with other trade staff (Mechanical, HVAC and Civil) as required. Participate in overtime, shift work and/or out of hours working as governed by the necessity to maintain continuity of operation of essential plant and systems. Participate in emergency on-call service during non-working hours, weekends and public holidays. Integrate and communicate effectively with other electrical technical staff as required. Carry out other duties as directed by the line manager or member of the senior management team

Carry out servicing plans, monitor, maintain, rectify and/or repair mechanical systems and services and update records on a daily basis.Identify and assist with the procurement of materials and/or the fabrication of components and ensure repairs are carried out to approve standards.Assist in monitoring utilities for collation of consumption figures, and update records as required.Carry out the planned and reactive maintenance both internally and externally to the property’s mechanical services and equipment such as cooling systems, potable water systems, hot water systems and equipment, pumps, actuators, pipework, valves, control systems drainage, fuel oil or gas etc.Carry out maintenance and repair activities as directed by the line manager and adhere to Risk Assessments and Standard Operating Procedures.Conform to all necessary internal and/or external approvals before, during and after maintenance and repair work including Permit to Work and Lockout / Tag-out procedures.Maintain up to date knowledge through technical training provided in-house for the safe and efficient operation, maintenance and repair of all systems.Ensure that plant rooms and work areas are tidy after completing works.Ensure all assets and building structure are in good repair and painted to promote the aesthetics of the areas and also promote the professionalism of the company.Participate in the Health, Safety & Risk programs including toolbox talks, health safety and environmental training related to work activities especially electrical safety and working at heightsUse safe systems of work when working with all building services Mechanical equipment.Should be familiar in control system of mechanical equipment and as in when instructed by department manager and/or supervisor to perform control troubleshooting and identify the parts that are faulty and replace as required.Participate in overtime, shift work and/or out of hours working as governed by the necessity to maintain continuity of operation of essential plant and systems.Participate in emergency on-call service during non-working hours, weekends and public holidays.Integrate and communicate effectively with other Mechanical technical staff and other trade staff (Electrical, Controls, BMS, HVAC, Civil and Cleaning) as required.Carry out other duties as directed by the line manager or member of the senior management team.

Manage the daily operations and performance of the Soft Services Department, including Cleaning, Window Cleaning, Pest Control, Waste Management, Timetabling, Service Desk, and Administration.Lead, support, and coach team members to achieve company and client objectives.Develop and deliver monthly activity reports for senior management and service users.Collaborate with stakeholders to understand their evolving needs and ensure service excellence.Conduct KPI and SLA inspections, ensuring optimal service delivery.Maintain compliance with all statutory and legal regulations relevant to Soft Services Operations.Identify and address risks related to departmental outputs and escalate issues as required.

Key AccountabilitiesProvide support for the planned and reactive maintenance schedule both internally and externally to the property portfolio to ensure that all building fabric work requirements are undertaken in good time and completed to a high standard.Ensure that all works are carried out quickly and quietly and do not interfere or disturb clients and staff.Identify and assist with the requisition of materials to ensure maintenance and repairs are carried out efficiently and to approved standards.Ensure that a clean and tidy working environment is maintained at all time by controlling tools, materials and waste productsCarryout reinstatement works of vacant apartment-painting, masonary and carpentry worksMaintain up to date knowledge for the safe and efficient performance of all civil worksSafely carry out maintenance and repair activities as directed by the General Trades Supervisor and adhere to Risk Assessments and Standard Operating Procedures when carrying out all works.

Key AccountabilitiesCarry out the planned and reactive maintenance of storage tanks, sanitary ware, fixtures and fittings (taps, showers, thermostatic mixer valves, cisterns and others) domestic hot and cold-water system, pipework, drainage system, water treatment systems and other mechanical systems including water based fire-fighting systemsMonitor, top-up, flush, adjust, rectify and /or repair water treatment systems, domestic hot and cold-water systems and maintain and update records on a daily basisAssist in monitoring water consumption, collation of consumption figures, and update records as requiredTo integrate and communicate effectively with other trade staff (Electrical, Mechanical and Civil) as requiredMaintain up to date knowledge for the safe and efficient performance of all duties.Specific RequirementsMinimum 3-years’ experience in a building services and/or facilities management environmentMust hold relevant and recognized qualifications in the discipline, or equivalent.Proficient and able to demonstrate a complete understanding of Plumbing and Mechanical systems throughout.Technically competent with a clear technical understanding of buildings Plumbing services and associated equipment.

The purpose of this position is to lead and drive growth and provide innovative solutions in the emergency services sector, with a particular focus on the Kingdom of Saudi Arabia. This role is critical in building partnerships, delivering tailored solutions, and aligning our offerings with the strategic priorities of emergency services agencies and related organizations in the region.Based in either UAE or KSA, the role will be required to spend a minimum of 3 weeks a month in KSA.The role will be:Generate and win new business and organic growth within the Emergency Services capability within the region.To work with Business Units and Business Development to lead shaping and designing new market facing value propositions.Lead appropriate solutions in bidding with support from wider SMEs.The role reports to the Transport Business Unit Director where Emergency Services contracts are in operation, Serco Middle East.Reason for roleThis role is to generate growth opportunities for the Emergency Services Capability for Serco Middle East.The role reports to the Transport Business Unit Director where Emergency Services contracts are in operation.Other key internal relationships include:· Executive Leadership Team (ELT)· Divisional Management Team (DMT)· Growth & BD Team· Operational Directors· Contract ManagersOther key global relationships include:· Senior Managers of Emergency Planning College - UK, IFTC – UK and Defence Academy – UK+ImpactMain responsibilities:Strategic Business DevelopmentLead, identify, develop, win and close new business opportunities in the emergency services sector across KSA.Lead and deliver against a GBP19m new business ACV target for 2025.Build and maintain strong relationships with government agencies, private sector stakeholders, and international organisations.Lead market analysis and research to identify emerging trends and customer needs in the emergency services domain.Solutions DevelopmentLead and collaborate with internal teams to design and deliver customised solutions for fire services, medical emergencies, disaster management, and other emergency operations.Accountable for ensuring solutions align with the client’s operational goals and meet regulatory and safety standards in KSA.Provide expertise in modern technologies, for enhanced emergency response capabilities.Stakeholder EngagementLead and advocate for Serco at a senior level externally and internally.Represent the company at industry conferences, trade shows, and networking events in KSA and the GCC region.Prepare and deliver presentations and proposals to potential clients, highlighting value propositions.Act as a trusted advisor to clients, offering strategic guidance and insights for their emergency response systems.Project OversightOversee the implementation of projects, ensuring timelines, budgets, and quality standards are met.Work closely with cross-functional teams, including engineering, operations, and procurement, to ensure seamless delivery.Reporting and ComplianceMaintain detailed records of business development activities and provide regular updates to senior management.Ensure compliance with local laws, regulations, and cultural considerations in KSA.

Key accountabilities * Correctly setup and use electrical test equipment and interpret the test results to include Digital Multi Meter, Insulation Resistance Tester Perform maintenan ce tasks to Distribution Board, High Mast Pole and Flood Light Fixture High Mast Lighting Inspection and Servicing Replacement different type of fixtures for high mast lighting Aiming and orientation of lights for correct direction. * Operation and maintenance of high mast lowering mechanism * Promoting a Zero Harm culture within own team and all suppliers and sub-contractors engaged on Projects work * Ensure security and integrity of all data provided including reporting performance, finance and customer information, reference Serco non-disclosure policy. * To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities. * Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process.

Key purposeTo lead and manage the Service Desk operations within the NOC Business Support Systems (BSS) team. This role is pivotal in ensuring exceptional support to airline customers as they utilize Satcom-based In-Flight Connectivity (IFC) services.Key accountabilitiesLead and manage the NOC Service Desk team, ensuring effective handling of customer queries, incidents, and service requests.Oversee the ticket management process, ensuring all cases are logged, prioritized, assigned, and resolved within agreed SLAs.Monitor service desk performance and provide regular updates to leadership on key metrics such as resolution time, first-call resolution, and customer satisfaction.Serve as the primary escalation point for complex customer issues, ensuring prompt and effective resolution.Collaborate with airline customers to address their concerns, communicate issue status, and deliver updates on incident resolution.Build strong relationships with key airline partners to understand their needs and improve the overall customer experience.Train, mentor, and develop a team of Service Desk agents, ensuring they are equipped with the skills and knowledge to deliver high-quality support.Schedule and allocate resources to ensure adequate coverage in a 24/7 operational environment.Conduct performance reviews, identify areas for improvement, and implement plans for individual and team development.Continuously evaluate and enhance service desk processes to improve efficiency, customer satisfaction, and service delivery.Develop and implement standard operating procedures (SOPs) for handling incidents, service requests, and escalations.Identify recurring issues, coordinate with engineering and NOC teams, and contribute to root cause analysis and permanent solutions.Track and analyse service desk KPIs, generating performance reports and identifying trends to drive improvements.Provide actionable insights to leadership on areas such as ticket volume, incident resolution times, and customer satisfaction scores.Present regular updates to internal and external stakeholders on Service Desk performance.Work closely with NOC operations, network planners, fulfilment teams, and engineering teams to coordinate resolutions for customer issues.Facilitate communication between internal teams and airline customers to ensure alignment and transparency during incident resolution and order fulfilment.Support major incident management by ensuring effective communication and timely updates to customers and stakeholders.

Key purposeResponsible for managing the end-to-end service fulfilment process for In-Flight Connectivity (IFC) services delivered to airlines using satellite communication (Satcom) networks.Key accountabilitiesCoordinate the provisioning and activation of IFC services for new and existing airline customers.Manage workflows for service requests, ensuring all tasks are completed within agreed timelines.Collaborate with internal teams, including engineering, operations, and sales, to ensure service delivery aligns with customer requirements.Develop and maintain service fulfilment processes to streamline operations and enhance efficiency.Identify bottlenecks in fulfilment workflows and implement improvements.Monitor adherence to service-level agreements (SLAs) and escalate potential delays proactively.Act as the main point of contact for airline customers during the service fulfilment process.Provide regular updates on progress and address customer queries promptly and professionally.Ensure a positive customer experience through clear communication and issue resolution.Work closely with NOC engineers and third-party vendors to resolve technical challenges impacting service delivery.Escalate critical issues to higher-level support teams or management as needed.Participate in cross-functional meetings to align on customer needs and service delivery goals.Track and report on key metrics related to service fulfilment, such as completion time, SLA adherence, and customer satisfaction.Use data insights to identify trends and recommend improvements to the fulfilment process.Manages Customer Portfolio, including supporting the Head of Customer Operations in identifying areas for increased customer revenue.

Key purposeThe Order Handler is responsible for managing customer service orders, ensuring accurate and timely service delivery for In-Flight Connectivity (IFC) services.This includes coordinating order processing, tracking order statuses, billing and account management, handling refunds, and maintaining documentation to support NOC operations and customer satisfaction.Key accountabilitiesProcess customer orders, modifications, and cancellations efficiently and according to SLAs.Ensure all necessary information is gathered and verified before processing orders.Handle customer refund requests, ensuring compliance with company policies and financial guidelines.Track orders through their lifecycle to ensure on-time delivery and resolution of any issues.Act as a central point of contact for internal teams, including NOC engineers, network planners, and service fulfilment teams, to coordinate order activities.Liaise with airline customers and vendors to confirm order details, schedules, and progress updates.Provide regular updates to stakeholders and escalate issues as necessary to ensure smooth execution.Maintain accurate records of orders, including technical specifications, timelines, and customer requirements, in BSS tools.Generate and distribute order confirmation documents, activation reports, order status updates and customer billing/receipts.Contribute to the development and maintenance of order management workflows and documentation.Verify the accuracy and completeness of all orders before processing to minimize errors and delays.Monitor order fulfilment processes to ensure compliance with SLAs and customer expectations.Identify areas for improvement in the order management process and recommend solutions.Track key metrics related to order handling, such as processing time, accuracy, and customer satisfaction.Generate periodic reports to provide insights into order trends, bottlenecks, and performance improvements.Use data insights to support decision-making and enhance operational efficiency.

Key purposeThis role combines service desk coordination, customer relationship management, and incident/problem resolution to ensure the seamless delivery of In-Flight Connectivity (IFC) services to airline customers via satellite communication (Satcom).The role is pivotal in overseeing customer service operations, managing service desk workflows, and implementing incident and problem management processes to uphold exceptional service delivery and customer satisfactionKey accountabilitiesAct as the first point of contact for airline customers, ensuring that service requests, incidents, and escalations are managed effectively and efficiently. Oversee day-to-day operations of the NOC Service Desk, ensuring timely resolution of tickets in adherence to Service Level Agreements (SLAs). Monitor ticket queues, ensuring accurate categorization, prioritization, and resolution of customer issues. Provide clear and consistent updates to customers and stakeholders regarding the status of their issues, service requests, or escalations. Manage customer interactions professionally, fostering strong relationships and ensuring a high level of satisfaction. Maintain detailed and accurate records of incidents, service requests, and escalations within ITSM tools (e.g., ServiceNow, Jira). Support the end-to-end incident lifecycle, including detection, classification, investigation, escalation, and resolution of critical incidents.Support with the coordination of cross-functional teams during major incidents to ensure prompt troubleshooting, resolution, and communication with stakeholders. Support with timely incident status updates to internal and external stakeholders, including airline customers, senior management, and technical teams. Support post-incident reviews (PIR) to identify root causes, contributing factors, and areas for improvement. Document lessons learned and ensure that preventative measures are implemented to reduce recurring incidents. Continuously evaluate and improve service desk and incident/problem management processes to enhance operational efficiency. Ensure adherence to and maintain service desk standard operating procedures (SOPs), workflows, and escalation guidelines. Track and analyse performance metrics (e.g., incident response times, resolution rates, SLA adherence, and customer satisfaction). Prepare and deliver reports on incident trends, problem resolutions, and service desk performance to leadership and airline customers. Collaborate closely with the NOC Network Engineers and the Incident & Problem Manager to prioritize tickets, align resources, and ensure timely resolution of all customer issues.Act as a central point of contact for internal team incidents and Serco IT account management.

Key purposeThis role is critical to the planning, optimization, and resource allocation of Satcom networks to support the delivery of In-Flight Connectivity (IFC) services to airlines.The Network Planner will leverage advanced tools and analytics to ensure network capacity, performance, and availability align with customer requirements and business objectives.Key accountabilitiesDesign and maintain network resource plans to support IFC services, ensuring efficient use of Satcom capacity and infrastructure.Plan for bandwidth allocation and traffic routing across satellite beams, ground stations, and customer endpoints.Anticipate future network demands based on airline partner growth, seasonal trends, and operational data.Monitor and analyze network capacity utilization to identify potential constraints or inefficiencies.Develop strategies to optimize bandwidth utilization while maintaining service quality.Work closely with engineering and operations teams to implement capacity upgrades or adjustments.Support the design and implementation of network configurations, including beam assignments and link budget planning.Collaborate with technical teams to validate network designs against operational requirements and constraints.Maintain an up-to-date inventory of network assets and their configurations.Conduct scenario analyses to evaluate the impact of new airline customers, service upgrades, or changing traffic patterns.Develop forecasting models to predict future network needs and inform long-term planning.Present actionable insights and recommendations to stakeholders.Act as a liaison between the BSS team, engineering, and customer support teams to ensure network plans meet operational and customer requirements.Engage with airline partners to understand their evolving needs and incorporate them into network planning.Provide regular updates to management on network capacity, performance trends, and risks.Create detailed reports on network utilization, capacity planning, and performance metrics.Document network planning processes, tools, and methodologies to ensure transparency and consistency.Support audits and compliance efforts with accurate data and documentation.

Key purposeThis role is critical to ensuring efficient incident and problem resolution, while simultaneously coordinating service desk activities and acting as the Technical Library Knowledge Transfer Point of Contact.The position combines incident and problem lifecycle management, customer support oversight, and technical knowledge documentation, ensuring seamless delivery of In-Flight Connectivity (IFC) services to airlines via Satcom.Key accountabilitiesOversee the end-to-end incident lifecycle, ensuring timely detection, classification, prioritization, escalation, and resolution of incidents.Act as the primary escalation point for critical incidents, coordinating with internal NOC teams, airline customers, and third-party vendors.Lead Major Incident Management processes, driving prompt resolution, facilitating root cause investigations, and maintaining real-time communication with all stakeholders.Provide clear and consistent updates during incident resolution, ensuring compliance with SLAs and minimizing service disruption.Conduct Post-Incident Reviews (PIRs) to document root causes, resolutions, and lessons learned.Identify and analyze recurring incidents to determine underlying root causes and drive proactive problem management activities.Lead Root Cause Analysis (RCA), working with engineering, network planners, and operations teams to develop permanent solutions.Track and manage problem records to closure, ensuring corrective actions are implemented effectively.Maintain and update a problem management log to monitor trends and system reliability.Support the coordination of customer service desk workflows, ensuring efficient handling of customer queries, service requests, and escalations.Collaborate closely with the service desk team to prioritize tickets, align resources, and ensure timely resolution of customer issues.Support customer escalations, ensuring high levels of communication, transparency, and issue resolution.Support customer satisfaction initiatives by proactively identifying areas for improvement and addressing pain points.Act as the Knowledge Transfer Point of Contact, facilitating the documentation and dissemination of technical knowledge across the NOC BSS team.Create, maintain, and update the Technical Knowledge Library, including incident resolution guides, root cause analysis reports, SOPs, FAQs, and best practices.Coordinate knowledge-sharing sessions with NOC engineers, service desk agents, and other relevant stakeholders to ensure alignment and knowledge continuity.Identify gaps in documentation and technical knowledge, implementing solutions to enhance team proficiency and operational efficiency.Develop and present reports on incident trends, problem management activities, service desk performance, and SLA adherence to leadership and customers.Track and report on KPIs such as incident response time, resolution rates, recurring incidents, and customer satisfaction scores to measure performance and drive improvements.Provide actionable insights for enhancing system stability, reducing downtime, and improving customer experience.

Key purposeThe 1stLine On-Site Support & Network Analyst is responsible for monitoring, analysing, and optimizing the performance of satellite communication networks and IFC systems.This role involves identifying trends, detecting anomalies, and implementing solutions to enhance network availability and reliability.Key accountabilitiesMonitor and analyse network performance, identifying bottlenecks, anomalies, and optimization opportunities.Provide real-time and historical reports on network KPIs, availability, and incidents.Troubleshoot performance issues and recommend solutions for optimization.Collaborate with NOC Engineers and OSS teams to implement network improvements.Participate in root cause analysis (RCA) for major incidents and implement preventive measures.Develop and maintain network performance dashboards for enhanced monitoring.Analyse usage trends and capacity planning to ensure sufficient network resources.Document performance findings, troubleshooting steps, and optimization recommendations.Stay current with Satcom technologies, tools, and industry best practices.Collaborate with NOC Shift Engineers to support the maintenance of the network availability through routine tasks and surge periods as required.Provides Leave/Absence cover for NOC shift engineers as required.Additional / special features of the role• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employmentReport any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Key purposeThe Head of Network Operations leads and manages the NOC’s OSS team to ensure the efficient operation, monitoring, and optimization of satellite communication networks delivering IFC services. This role drives operational excellence, continuous improvement, and SLA compliance.Key accountabilitiesLead and manage the OSS team, including network engineers, NOC analysts, and technical support staff, to ensure 24/7 service delivery and monitoring.Oversee end-to-end network operations, including network health monitoring, incident management, fault isolation, and performance optimization.Establish clear operational processes and ensure adherence to ITIL best practices for incident, problem, change, and configuration management.Act as the escalation point for critical network issues, driving rapid resolution and ensuring minimal impact on IFC services.Implement and oversee advanced network monitoring tools and processes to ensure proactive detection and resolution of faults across Satcom and IP networks.Ensure real-time monitoring of network KPIs, including availability, latency, throughput, and performance, to maintain service quality.Develop strategies to optimize network performance, capacity planning, and fault management, ensuring reliable service delivery to customers.Provide technical leadership in troubleshooting and resolving complex network incidents, working closely with engineering and vendors.Ensure network operations meet or exceed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Lead root cause analysis (RCA) for major incidents and network failures, implementing corrective actions to prevent recurrence.Deliver performance reports to senior management and customers, highlighting network availability, incident trends, and resolution metrics.Collaborate with the BSS team to align operational performance with customer-facing functions, ensuring transparent communication and customer satisfaction.Oversee the operation, maintenance, and enhancement of the Satcom network, IP backbone, and related systems to deliver IFC services.Plan and manage network upgrades, migrations, and optimization initiatives in collaboration with network planners and engineering teams.Work with vendors and third-party providers to ensure infrastructure components are maintained, upgraded, and supported as per operational requirements.Drive a culture of continuous service improvement (CSI), identifying opportunities to enhance network performance, reliability, and operational processes.Leverage data analytics and insights to proactively address network vulnerabilities, faults, and performance gaps.Champion the adoption of new network tools, technologies, and processes to support service scalability, automation, and optimization.Implement best practices in network operations to drive operational efficiency and reduce mean time to recovery (MTTR).Build, mentor, and manage a high-performing network operations team, ensuring they are equipped to handle complex network challenges.Develop and implement training programs to enhance technical skills and knowledge across the OSS team.Foster and maintain a collaborative, secure and proactive working environment to improve teamwork, efficiency, and accountability.Additional / special features of the role• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Key purposeThe Head of Customer Operations is responsible for leading the Customer Operations, Passenger Care, and Business Support Systems (BSS) teams to ensure seamless In-Flight Connectivity (IFC) service delivery to airline customers. The role focuses on delivering exceptional customer experience, service fulfilment, incident and problem resolution, and proactive stakeholder management.Key accountabilitiesLead and manage the Customer Operations, Passenger Care, and BSS functions to ensure end-to-end delivery of IFC services.Act as the accountable leader for customer operations, ensuring a proactive approach to meeting SLAs, resolving issues, and maintaining service excellence.Oversee service fulfilment processes, including order handling, provisioning, service activations, and customer onboarding.Foster a culture of collaboration, accountability, and continuous improvement across the BSS team.Ensure a seamless customer journey for airline partners and their passengers by delivering high-quality, reliable connectivity services.Implement processes to improve customer satisfaction (CSAT) and Net Promoter Scores (NPS) across all service touchpoints.Serve as the primary escalation point for customer-related issues, ensuring timely resolution, transparent communication, and root cause analysis.Drive initiatives to enhance passenger care processes, ensuring excellent support for passengers using IFC services.Ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded for customer operations.Collaborate closely with the OSS team to ensure alignment between network operations and customer service delivery.Monitor and report on customer operations performance, identifying trends, gaps, and improvement opportunities.Champion incident and problem management processes to drive timely resolutions, prevent issue recurrence, and improve operational efficiency.Develop and maintain strong relationships with airline customers, serving as their trusted advisor and advocate within the NOC organization.Lead customer meetings, operational reviews, and performance discussions, ensuring transparency and alignment with customer expectations.Collaborate with internal teams, including network operations, engineering, and commercial teams, to ensure seamless communication and service delivery.Act as the voice of the customer internally, driving improvements based on customer feedback and operational challenges.Oversee the execution of order management, provisioning, and service activation processes for IFC services.Optimize workflows and systems for service fulfilment, ensuring efficiency, accuracy, and scalability.Develop and maintain comprehensive documentation and knowledge transfer processes to ensure a consistent approach to service delivery.Drive a culture of continuous service improvement (CSI) to enhance operational processes, customer satisfaction, and team performance.Leverage data analytics and customer insights to identify opportunities for improving passenger care and operational efficiency.Champion the adoption of innovative tools, systems, and processes to optimize customer operations and enhance service delivery.Establish and maintain a technical knowledge library as a centralized resource for best practices, SOPs, and service processes.Build, mentor, and lead a high-performing customer operations team, including passenger care, order handlers, and service desk coordinators.Conduct performance reviews, establish clear goals, and implement development plans to upskill team members.Ensure adequate staffing and resource allocation to support the operational environment.Manage Customer Portfolio, in collaboration with the Service Fulfillment Manager to identify areas for increased customer revenue

Key purposeTo lead and manage the Service Desk operations within the NOC Business Support Systems (BSS) team. This role is pivotal in ensuring exceptional support to airline customers as they utilize Satcom-based In-Flight Connectivity (IFC) services.Key accountabilitiesLead and manage the NOC Service Desk team, ensuring effective handling of customer queries, incidents, and service requests.Oversee the ticket management process, ensuring all cases are logged, prioritized, assigned, and resolved within agreed SLAs.Monitor service desk performance and provide regular updates to leadership on key metrics such as resolution time, first-call resolution, and customer satisfaction.Serve as the primary escalation point for complex customer issues, ensuring prompt and effective resolution.Collaborate with airline customers to address their concerns, communicate issue status, and deliver updates on incident resolution.Build strong relationships with key airline partners to understand their needs and improve the overall customer experience.Train, mentor, and develop a team of Service Desk agents, ensuring they are equipped with the skills and knowledge to deliver high-quality support.Schedule and allocate resources to ensure adequate coverage in a 24/7 operational environment.Conduct performance reviews, identify areas for improvement, and implement plans for individual and team development.Continuously evaluate and enhance service desk processes to improve efficiency, customer satisfaction, and service delivery.Develop and implement standard operating procedures (SOPs) for handling incidents, service requests, and escalations.Identify recurring issues, coordinate with engineering and NOC teams, and contribute to root cause analysis and permanent solutions.Track and analyse service desk KPIs, generating performance reports and identifying trends to drive improvements.Provide actionable insights to leadership on areas such as ticket volume, incident resolution times, and customer satisfaction scores.Present regular updates to internal and external stakeholders on Service Desk performance.Work closely with NOC operations, network planners, fulfilment teams, and engineering teams to coordinate resolutions for customer issues.Facilitate communication between internal teams and airline customers to ensure alignment and transparency during incident resolution and order fulfilment.Support major incident management by ensuring effective communication and timely updates to customers and stakeholders.

Key purposeThe NOC Engineer is responsible for monitoring, maintaining, and supporting the satellite communication (Satcom) systems and IP-based networks that deliver In-Flight Connectivity (IFC) services to airline customers.This role ensures proactive incident detection, swift troubleshooting, and high availability of network and IFC systems to meet customer service level agreements (SLAs).Key accountabilitiesMonitor and manage Satcom-based network systems and IFC service platforms to ensure 24/7 operational availability.Identify, troubleshoot, and resolve incidents and network faults promptly to minimize service disruption.Escalate unresolved and complex issues to Level 2/3 support teams or manufacturers while ensuring effective follow-up and communication.Perform routine health checks, maintenance tasks, and configuration changes on network equipment and systems.Provide technical support for incident management, problem management, and service delivery functions.Collaborate with internal stakeholders and vendor support teams to resolve complex technical issues.Support change management processes, including implementing configuration changes and software updates.Ensure proper documentation of incidents, troubleshooting steps, and resolutions for knowledge transfer and improvement.Participate in service performance reviews and contribute to root cause analysis (RCA) of recurring issues.Assist in implementing monitoring tools, dashboards, and network optimization solutions.Adhere to SLAs, ITIL processes, and industry standards for operational excellence.Additional / special features of the role• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employmentReport any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Key purposeThe NOC Shift Team Leader is responsible for managing a team of NOC Engineers to ensure effective network operations, incident response, and service availability for IFC services delivered over satellite communication systems.Key accountabilitiesLead and manage the NOC shift team, ensuring 24/7 monitoring, incident resolution, and network availability.Oversee the detection, escalation, and troubleshooting of incidents, faults, and service degradations.Act as the escalation point for high-priority incidents and coordinate with engineering, vendors, and customers for timely resolution.Ensure adherence to SLAs, incident management processes, and ITIL best practices.Perform shift handovers effectively, documenting key events, incidents, and actions.Provide coaching, guidance, and performance monitoring for NOC Engineers.Manage resource allocation and shift schedules to ensure continuous operational coverage.Participate in incident reviews, root cause analysis, and continuous improvement initiatives.Collaborate with cross-functional teams to ensure alignment on network operations and service delivery objectives.Drive performance metrics and provide regular updates to senior management.Oversee routine health checks, maintenance tasks, and configuration changes on network equipment and associated systems.Maintain change management processes, including implementing configuration changes and software updates.

Assistant Technician Power Distribution Make a difference every day The Job Opportunity The purpose of the role is to carryout preventative, corrective and breakdown maintenance on low voltage power distribution related systems and assets individually or as part of a technical team, within a designated area of Dubai Airports, whilst ensuring minimal disruption to the airport operations. Key accountabilities * Ability to conform to all general and technical safety requirements at all times to ensure the health, safety & welfare of self and others at work * Any other work as assigned by the electrical supervisor/duty engineer to achieve the purpose * Can read interpret and describe the functionality of electrical drawings (circuit and wiring diagrams/schematic and layout drawings) irrespective of manufacturer Tasks? Experience (Hands-on)

HVAC Technician - Facility Maintenance (Talent Pool) Make a difference every day The Job Opportunity The purpose of the role is to carryout preventative, corrective and breakdown maintenance on Mechanical / HVAC equipment and systems, individually or as part of a technical team, within a designated area,