Key purpose

This 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 accountabilities

• Oversee 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.