Operational Support Analyst - Flight Optimisation

ROLE OVERVIEW

Flight Optimisation exists to ensure flights are operated as close to optimal as possible — using end-to-end data across the flight lifecycle to improve accuracy, resilience, and crew confidence, while driving consistent adoption of fuel optimisation initiatives that reduce cost and emissions.

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 Flight Optimisation product group — specifically flight planning applications, electronic flight bag (EFB) applications, and fuel/performance optimisation tools. This role covers the applications and data used to plan and optimise flights, not the physical devices they run on\: iPad and aircraft device support for EFB hardware 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, Flight Operations, Dispatch, Fuel Efficiency teams, 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 Flight Optimisation product group.

The role requires a strong understanding of flight planning processes, dispatch operations, fuel efficiency principles, EFB application-level support, and the operational data flows used to plan, monitor, and optimise flights across the network.

JOB PURPOSE

• As an Operational Support Analyst within the Flight Optimisation product group, you will support the operational performance, stability, and day-to-day usability of flight planning applications, EFB applications, and fuel/performance optimisation tools across the network.

• This role focuses on monitoring, supporting, coordinating, testing, and improving these applications and their underlying data and integrations, ensuring flight crew, dispatchers, and operations control teams can plan and execute flights safely, efficiently, and with minimal disruption.

• You will work closely with Product Managers, Technical Specialists, suppliers, Flight Operations, Fuel Efficiency stakeholders, 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 flight planning, EFB, and fuel optimisation applications, integrations, and associated services across Flight Optimisation

• 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, technical teams, and the Platform team to manage service recovery during disruption to flight planning or optimisation applications

• Perform root cause analysis activities and support implementation of improvements to prevent recurring issues affecting flight planning or dispatch application availability

• Maintain operational support documentation, runbooks, and knowledge articles to support operational continuity of Flight Optimisation services

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

• Support incident triage, coordination, communication, and recovery activities during major disruption to flight planning, EFB, or optimisation applications

Monitoring and Operational Awareness

• Monitor flight planning, EFB, and fuel/performance applications and service health dashboards to proactively identify risks, service degradation, and improvement opportunities

• Support observability and monitoring activities across flight optimisation applications and their integrations

• Monitor end-to-end data flows and integrations between flight planning applications, dispatch tools, weather/NOTAM data providers, and third-party performance data 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 flight planning and optimisation applications

• Support verification of data flows, messaging, and interfaces between flight planning, EFB, dispatch, and third-party performance or navigation data systems

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

• Assist Product Managers and Technical Specialists in coordinating application changes into live Flight Optimisation environments

• Support implementation and rollout activities for new flight planning capabilities, fuel efficiency products, and application-level supplier services

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

• Support onboarding activities for new performance data providers and dispatch tooling

Access Management and Application Security

• Manage access requests and permissions across flight planning, EFB, and dispatch application platforms

• Ensure access processes align with security policies, audit requirements, and compliance standards for flight planning and performance data 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 Flight Optimisation

• Use reporting and service insight to identify recurring application issues, fuel efficiency trends, flight planning performance, and improvement opportunities

• Support supplier performance management through operational reporting and service insight activities, including flight planning and performance data providers

• Assist Product Managers and Technical Specialists by providing insight into application performance, data accuracy, and dispatcher/crew user experience

Supplier and Stakeholder Coordination

• Build collaborative relationships with Flight Operations, Dispatch, Fuel Efficiency teams, suppliers, and the Crew & Aircraft Devices Platform team to support operational continuity and service improvement

• Coordinate with third-party suppliers, including flight planning and performance data providers, during incidents, deployments, and application-level upgrades

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

• 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, reporting, resilience, and service reliability across Flight Optimisation

• Support standardisation of operational support processes across the Flight Optimisation product group’s application layer

• Promote proactive support approaches that improve resilience and reduce disruption to flight planning and dispatch operations

• Contribute to continuous improvement initiatives across the wider Flight Optimisation 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 flight planning and optimisation systems within demanding operational environments, adapting effectively to operational pressures and ensuring continuity is maintained.

Customer and Shareholder Value Understands the operational and commercial impact of flight optimisation applications and prioritises safety, fuel efficiency, stability, and operational performance 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 flight planning and optimisation environment.

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