Operational Support Analyst- Connected Crew

ROLE OVERVIEW

Connected Crew exists to give pilots and cabin crew a single, real-time crew information experience — ensuring that under pressure and during periods of high workload, crew have the clear, consistent, real-time information they need to make confident decisions that support safety, efficiency, and cost.

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 Connected Crew product group — specifically the Crew Comms & Intelligence tools, and the Decision & Execution applications used by pilots and cabin crew. This role covers the applications and data crew use, not the physical devices they run on\: iPad and aircraft device support sits with the dedicated Crew & Aircraft Devices 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, BI Analysts, Flight Operations, Cabin Services, suppliers, and the Crew & Aircraft Devices Platform team, the Operational Support Analyst supports operational readiness, incident resolution, monitoring, reporting, integration testing, and continuous improvement across the Crew Comms & Intelligence and Decision & Execution squads.

The role requires a strong understanding of crew operational workflows, application-level incident management, data/messaging integrations, and the decision-support tools pilots and cabin crew rely on day-to-day.

JOB PURPOSE

• As an Operational Support Analyst within the Connected Crew product group, you will support the operational performance, stability, and day-to-day usability of crew-facing applications — including crew communication, intelligence/BI tooling, and pilot and cabin crew decision & execution tools.

• This role focuses on monitoring, supporting, coordinating, testing, and improving these applications and their underlying data and integrations, ensuring flight and cabin crew can access accurate, timely information with minimal disruption.

• You will work closely with Product Managers, Technical Specialists, BI Analysts, suppliers, and the Crew & Aircraft Devices Platform team 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 Platform team rather than resolve it directly.

JOB ACCOUNTABILITIES

Application Support and Service Management

• Support the operational delivery and maintenance of Crew Comms & Intelligence and Decision & Execution applications (Pilots and Cabin) across Connected Crew

• 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 Crew & Aircraft Devices Platform team), and route accordingly

• Coordinate with suppliers, engineering teams, and the Platform team to manage service recovery during application disruption

• Perform root cause analysis and support implementation of improvements to prevent recurring application issues

• Maintain operational support documentation, runbooks, and knowledge articles for Crew Comms & Intelligence and Decision & Execution services

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

• Support incident triage, coordination, communication, and recovery activities during major operational disruption, particularly where crew communication or decision-support tooling is affected

Monitoring and Operational Awareness

• Monitor crew communication, BI/intelligence, and decision & execution applications and service health dashboards to proactively identify risks, service degradation, and improvement opportunities

• Support observability and monitoring activities across these applications and their integrations

• Monitor end-to-end data flows and integrations between crew apps, BI/intelligence platforms, and upstream operational data sources 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 Crew Comms & Intelligence and Decision & Execution applications

• Support verification of data flows, messaging, and interfaces between crew applications and BI/intelligence platforms

• Assist in identifying operational risks and service impacts associated with application or configuration changes within live crew environments

• Assist Product Managers and Technical Specialists in coordinating application changes into live operations

• Support implementation and rollout activities for new Crew Comms & Intelligence and Decision & Execution capabilities

• Coordinate with the Crew & Aircraft Devices Platform team where an application change has downstream device implications, without taking on device configuration work directly

Access Management and Application Security

• Manage access requests and permissions across Crew Comms & Intelligence and Decision & Execution application platforms

• Ensure access processes align with security policies, audit requirements, and compliance standards for these applications

• Support secure management of user accounts and access controls at the application level

• Assist with escalation of application-level security concerns, coordinating with Infrastructure & Operations (INO) and the 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 Crew Comms & Intelligence and Decision & Execution

• Use reporting and service insight to identify recurring application issues, usage trends, and improvement opportunities

• Support supplier performance management for application and data suppliers through operational reporting

• Assist Product Managers, Technical Specialists, and BI Analysts by providing insight into application performance and crew user experience

Supplier and Stakeholder Coordination

• Build collaborative relationships with Flight Operations, Cabin Services, Product teams, BI Analysts, and the Crew & Aircraft Devices Platform team to support operational continuity and service improvement

• Coordinate with application and data suppliers during incidents, deployments, and upgrades

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

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

Continuous Improvement and Operational Excellence

• Identify opportunities to improve application support processes, tooling, monitoring, and reporting across Crew Comms & Intelligence and Decision & Execution

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

• Promote proactive support approaches that improve resilience and reduce disruption to crew communication and decision-support tooling

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

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

COMPETENCIES

Ownership and Delivery Has a clear focus on delivering reliable application support and service outcomes for crew communication and decision-support tooling, adapting effectively to operational pressures and ensuring continuity is maintained.

Customer and Shareholder Value Understands the operational impact of crew applications and data services and prioritises stability, accuracy, and crew experience in all activities and decisions.

Innovation and Change Supports continuous improvement by identifying opportunities to enhance application support, monitoring, tooling, and reporting within a dynamic product environment.

Building Relationships Builds strong collaborative relationships across Product, Technical, BI, Platform, and supplier teams to support shared operational outcomes, while maintaining clear boundaries on where responsibilities sit.