Operational Support Analyst - Safety & Crew Training

ROLE OVERVIEW

Safety and Crew Training exists to deliver a real-time, integrated safety intelligence capability alongside a unified, data-driven training experience — ensuring emerging risk is anticipated earlier, decisions are better informed, and crew are consistently and confidently trained to prevent, detect, and respond to safety risks with minimal manual effort.

The Operational Support Analyst is responsible for supporting the operational stability, usability, and day-to-day performance of the software applications and services that sit within the Safety and Crew Training product group — specifically safety management systems (SMS), safety reporting tools, crew training platforms, and e-learning applications. This role covers the applications and data used to manage safety reporting and crew training, not any physical devices they may be accessed on\: device and hardware support sits with the dedicated device platform team, and the underlying Mobile Device Management (MDM) platform itself is owned and operated by Infrastructure & Operations (INO) — it is not owned by this product team. This role works alongside, but does not duplicate, either function.

Working closely with Product Managers, Technical Specialists, Flight Operations, Crew Training, Safety and Compliance teams, suppliers, and the device platform team, the Operational Support Analyst supports operational readiness, incident resolution, monitoring, reporting, integration testing, and continuous improvement across the Safety and Crew Training product group.

The role requires a strong understanding of aviation safety management principles, crew training and licensing processes, regulatory compliance requirements, and the application-level systems used to manage crew qualifications, safety events, and training records.

JOB PURPOSE

• As an Operational Support Analyst within the Safety and Crew Training product group, you will support the operational performance, stability, and day-to-day usability of safety management systems (SMS), crew training platforms, and compliance applications across the network.

• This role focuses on monitoring, supporting, coordinating, testing, and improving these applications and their underlying data and integrations, ensuring crew training teams, safety teams, and flight crew can operate safely, efficiently, and in line with regulatory requirements with minimal disruption.

• You will work closely with Product Managers, Technical Specialists, suppliers, Safety and Compliance stakeholders, and crew training users to support operational continuity, service improvement, and successful delivery of application changes into live operations. Where an issue is device- or hardware-related, you will triage and hand off to the device platform team rather than resolve it directly.

JOB ACCOUNTABILITIES

Application Support and Service Management

• Support the operational delivery and maintenance of safety reporting systems, crew training platforms, e-learning applications, and associated integrations across Safety and Crew Training

• Provide advanced operational support for these applications, ensuring incidents and service requests are managed within agreed service levels

• Triage incidents to establish whether the root cause is application/data-related (owned by this role) or device/hardware-related (owned by the dedicated device platform team), and route accordingly

• Coordinate with suppliers, technical teams, and the device platform team to manage service recovery during disruption to safety or training applications

• Perform root cause analysis activities and support implementation of improvements to prevent recurring issues affecting safety reporting or crew training application availability

• Maintain operational support documentation, runbooks, and knowledge articles to support operational continuity of safety and training services

• Participate in the on-call support rota, providing out-of-hours support for Priority 1 (P1) and Priority 2 (P2) incidents affecting critical safety or training services

• Support incident triage, coordination, communication, and recovery activities during major disruption to safety reporting or crew training applications

Monitoring and Operational Awareness

• Monitor safety and training applications, integrations, and service health dashboards to proactively identify risks, service degradation, and improvement opportunities

• Support observability and monitoring activities across safety and crew training applications

• Monitor end-to-end data flows and integrations between safety reporting tools, crew training platforms, licensing systems, and third-party providers to identify failures, delays, or instability

• Escalate application risks, service degradation, or emerging issues to the appropriate Product, Technical Specialist, or Platform teams

Product and Change Support

• Coordinate and support testing, validation, and operational readiness activities for enhancements, deployments, and upgrades to safety and training applications

• Support verification of data flows, messaging, and interfaces between safety and training applications and external partner or regulatory systems

• Assist in identifying operational and compliance risks associated with application or configuration changes within live safety and training environments

• Assist Product Managers and Technical Specialists in coordinating application changes into live safety and training environments

• Support implementation and rollout activities for new safety management capabilities and application-level training products

• Coordinate with the device platform team where an application change has downstream device implications, without taking on device configuration work directly

• Support onboarding activities for new training courses, safety reporting workflows, and application suppliers

Access Management and Application Security

• Manage access requests and permissions across safety and crew training application platforms, including sensitive safety reporting and licensing data

• Ensure access processes align with security policies, audit requirements, and regulatory compliance standards specific to safety and training data

• Support secure management of user accounts and access controls at the application level for safety and crew training systems

• Assist with escalation of application-level security concerns, coordinating with Infrastructure & Operations (INO) and the device platform team where device-level or MDM-related security is involved, given INO’s ownership of the underlying MDM platform

Reporting, Data and Service Insight

• Create and maintain operational service reports, dashboards, and trend analysis to support decision-making across safety and crew training

• Use reporting and service insight to identify recurring application issues, safety trends, training compliance gaps, and improvement opportunities

• Support supplier performance management through operational reporting and service insight activities

• Assist Product Managers and Technical Specialists by providing insight into application performance and user experience for safety and training tools

Supplier and Stakeholder Coordination

• Build collaborative relationships with Flight Operations, Crew Training, Safety and Compliance teams, suppliers, and the device platform team to support operational continuity and service improvement

• Coordinate with third-party suppliers during incidents, deployments, and application-level upgrades to safety and training systems

• Communicate operational issues, service impacts, and technical information clearly to both technical and non-technical stakeholders, including safety and compliance leadership

• Act as a clear point of contact for application-level issues, distinct from the device platform team’s device-level support

Continuous Improvement and Operational Excellence

• Identify opportunities to improve application support processes, tooling, monitoring, reporting, resilience, and service reliability across Safety and Crew Training

• Support standardisation of operational support processes across the Safety and Crew Training product group’s application layer

• Promote proactive support approaches that improve resilience and reduce disruption to safety reporting and training delivery

• Contribute to continuous improvement initiatives across the wider Safety and Crew Training and Optimised Flying programme

• Share operational learning and best practices across Product, Technical, and Platform teams

COMPETENCIES

Ownership and Delivery Has a clear focus on delivering reliable application support and service outcomes for safety and training systems within demanding, compliance-driven environments, adapting effectively to operational pressures and ensuring continuity is maintained.

Customer and Shareholder Value Understands the operational and regulatory impact of safety and training applications and prioritises safety, compliance, stability, and user experience in all activities and decisions.

Innovation and Change Supports continuous improvement by identifying opportunities to enhance support, monitoring, tooling, reporting, and service delivery processes within a dynamic safety and training environment.

Building Relationships Builds strong collaborative relationships across Flight Operations, Crew Training, Safety, suppliers, product teams, and the Platform team to support shared operational and compliance outcomes, while maintaining clear boundaries on where responsibilities sit.