Service Support Analyst

Service Support Analyst – Airline Operations Platform

ROLE OVERVIEW

easyJet is a fast paced, high volume business with a total reliance on its IT systems, services and associated infrastructure. The Airline Operations Platform is the single point of contact for the applications and source data availability assigned to the Platform, enabling four operational missions across four business critical applications\: AIMS, TOPS, LIDO and AMOS.

Service Support is one of the Platform’s five core capabilities, providing first and second line support for those applications. Its purpose is reliable, resilient services that scale securely, with proactive monitoring and support.

This role brings together ICC Tech Support and Application Analyst work into a single 24x7 team. The ICC Tech Support element is the front-facing team into airline operations — closest to the operation, first voice it hears — and second line application support brings the depth behind it. As a Service Support Analyst you will work across both, resolving as much as possible at first contact and escalating well when you cannot.

You will support the Integrated Control Centre, Network Control, HOC and Engineering teams. These are people trying to run an airline, often under time pressure, and the quality of support they get directly affects the operation. Understanding what an issue actually means for them matters as much as knowing how to fix it.

This role reports to the Service Support Lead and works closely with the Technical Specialists who provide third line application expertise, the Service Assurance Specialists, Integration Specialists, the IT Service Desk, Major Incident Management, third party providers and mission product and engineering teams.

JOB PURPOSE

• Provide first and second line support for the core airline applications, resolving issues quickly and correctly for operational users.

• Own the quality of triage\: understand the issue, assess its operational impact, categorise and prioritise it correctly, and route it accurately first time.

• Drive up first-time fix, so third line expertise is used for genuine third line work rather than routine questions.

• Provide out-of-hours support for high priority incidents on a rotation with the rest of the team.

• Maintain and manage application configuration settings and approved changes so they are centrally controlled and documented.

• Support proactive monitoring, spotting issues early and raising them before the operation feels them.

• Communicate clearly with operational users during incidents and disruption.

• Identify recurring issues and avoidable requests, and help design them out.

JOB ACCOUNTABILITIES

First & Second Line Support

• Work with the IT Service Desk to ensure effective first line support is provided for the Airline Operations applications in line with support agreements.

• Actively manage second line support, ensuring incidents, service requests and change requests are progressed and resolved effectively.

• Ensure effective third line support is provided through the Technical Specialists and third party providers in line with support agreements, and escalate promptly rather than late.

• Resolve as much as you reasonably can yourself rather than passing it on, and treat every avoidable escalation as a knowledge gap to close.

• Provide detailed knowledge of system functionality and configuration to help operational departments use the applications in the most effective way.

• Support the core operational departments with the creation and maintenance of system accounts and access.

Front Door & Triage

• Act as the front door for Platform demand, applying a single consistent route in for every mission and stakeholder.

• Own triage quality\: correct categorisation, priority and operational impact assessment, with enough information captured for the next person to act on.

• Identify duplicate requests and demand that is already known or in flight, so nothing is worked twice.

• Feed patterns back to the Service Support Lead\: what is being asked for, by whom, how often, and what it suggests about underlying problems.

Incident Management & Communication

• Manage, coordinate and escalate incidents affecting the applications, their integrations and data flows.

• Provide out-of-hours support for the resolution of priority 1 and 2 incidents on a rotation with the rest of the team.

• Support major incident response in line with the ITSO and Major Incident Management process, supporting the incident rather than running a parallel one.

• Ensure effective communication with business users in relation to reported incidents\: what is happening, what the impact is and what to expect next.

• Understand the operational consequence of an outage — which teams are affected, which decisions are blocked and how quickly it escalates — and reflect that in how you prioritise and communicate.

Proactive Monitoring & Continuous Improvement

• Support proactive monitoring and alerting across the applications, spotting degradation and early warning signs before users report them.

• Work with Technology teams and the Service Assurance Specialists to resolve repeating incidents, ensuring adequate processes and documentation are in place or that fixes are agreed into releases.

• Proactively identify continual service improvements for applications and processes to improve business and support efficiency.

Configuration, Change & Release Support

• Maintain and manage application configuration settings and approved changes, so all configuration and setting changes are centrally controlled and documentation is updated.

• Work with Technology teams to ensure high priority changes, approved projects, major releases and upgrades are delivered effectively, with appropriate prioritisation and packaging of fixes into releases within agreed timescales.

• Take part in system testing for configuration changes and new releases, ensuring appropriate UAT is completed and signed off before implementation into a live environment.

Knowledge & Ways of Working

• Build and maintain runbooks, known error records, diagnostic guides and knowledge articles, and keep them current and usable on a night shift as well as in the working day.

• Take knowledge transfer actively from the Technical Specialists and second line colleagues, so more can be resolved at first contact over time.

• Share what you learn with the rest of the team, and write things down as you go rather than afterwards.

• Hand over properly between shifts, so context, open issues and operational risk pass on reliably.

• Work within Product and Platform ways of working, treating the missions and operational users as customers of the Platform.

COMPETENCIES

Ownership and Delivery. Has a clear focus to deliver results, takes ownership of an issue through to resolution rather than handing it on, and reviews and adapts as the situation changes.

Building relationships. Has good working relationships with business stakeholders and users, the wider IT function and third party suppliers, and stays calm and credible when people are under pressure.

Business Performance. Understands the business and external environment, is cost conscious, and understands the longer term perspective and implications of decisions.

Innovation and Change. Is open to new ways of doing things and questions existing approaches, views change as an opportunity, and is comfortable working in a dynamic and ambiguous environment.

Customer and Shareholder Value. Understands who their customers are and seeks to exceed their needs, focussing on the importance of safety for both customers and employees.