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Aviation Operations Controller (Contractor) (001519) in Seattle, WA at Inmarsat

Date Posted: 2/19/2018

Job Snapshot

Job Description

Primary Purpose of the Role:

As part of the Aero Services Delivery team the primary objective of the role is to ensure that events affecting the systems required for passenger connectivity and entertainment are detected, diagnosed and dispatched to the appropriate support teams in a timely manner so these systems can be returned to service at the earliest opportunity

The individuals’ responsibility will include ensuring incidents affecting data centre, satellite and airborne equipment are distributed to the correct technical teams in a timely fashion

The role will require significant interaction within Inmarsat, certification services, AERO systems, Support Desk and suppliers to ensure the delivery of the specified in-service support. 

This support shall ensure it is in line with the contractual obligations made to customers regarding service availability and end user support

Job Requirements

Key Responsibilities:

  • Real time Network Monitoring
  • Recording network incidents from events, emails and phone calls
  • Recording aircraft incidents from events, emails and phone calls
  • Daily network housekeeping tasks.
  • Daily/ Weekly/monthly checks allocating incidents to specialist support groups when needed
  • Analysing for correct prioritisation
  • Provide ownership of incidents, monitoring and tracking progress towards closure
  • Communication of incidents and progress to the relevant key stake holders
  • Incident escalation as necessary
  • Follow the necessary processes/procedures
  • Contribute to proactively improve service systems and support
  • Contribute to create efficient operational and technical processes/procedures


Essential Knowledge and Skills:

  • Experience in working in an operational environment
  • Experience or knowledge of Incident Management, ITIL, ITSM
  • Knowledge of ticketing systems (Remedy, ServiceNow)
  • Basic understanding of Digital Communications Networks: protocols (IP, TCP, UDP, routing, etc.) and architecture (routers, switches, firewall, etc.)
  • Exposure to monitoring tools (HP NNM, Netcool, Solarwinds)

Desirable knowledge and skills:

  • Satellite communications / telecommunications /IP Networks working technical experience
  • VSAT knowledge
  • Aviation Experience
  • Knowledge of databases
  • Experience with Inmarsat systems/services
  • Linux familiarisation
  • Fluency in one or more foreign languages
  • Experience with mobile network and user terminals
  • Good PC skills with knowledge of MS Windows, MS Office, Database programs and Web based systems.