Principal Operations Support Engineer

at  Leonardo UK Ltd

JOB DESCRIPTION:

Our Product Support Engineering department, are currently recruiting for a Principal Operations Support Engineer to join their Development Operations team. As the Principal Operations Support Engineer, you’ll be responsible for; supporting to customers and internal business users to monitor, resolve issues, and ensure efficient use of the products, advise of changes and issues which could contribute to the deployment readiness process. In addition to this, you’ll also work with the user community to elicit requirements for system enhancements and develop prototypes or wireframes of a proposed solution that are fit for purpose and satisfy the user requirements.
The Development Operations team are responsible for developing and supporting a toolset making it easy to measure, understand and improve the Through Life Engineering Management of aircraft and provide information and insight to the customers to enable efficient and effective maintenance and fleet management.
Please note that this role is a PC grade/JFF Level (Business Support)

WHAT WE NEED FROM YOU;

• A higher qualification in a relevant IT systems-related or engineering subject, or a recognised apprenticeship
• Relevant experience across aircraft avionics, aircraft maintenance, aircraft operation, logistic systems, IT systems, Integrated Logistical Support (ILS) & the associated specifications
• Good understanding of the software products and operating systems used and ability to provide first level support
• Understanding of complex software development and implementing IT solutions in an aerospace environment
• Understanding of data structures and query languages including SQL
• Actively contribute to team meetings, demonstrating empathy and understanding and promoting knowledge sharing amongst the team
• Excellent communication and documentation skills with experience of interacting with internal and external users

Manage end user issues and customer satisfaction to ensure:

• Correct prioritisation
• Timely response, depending on priority
• Clear communication is provided
• Monitor and report on system availability:
• Dependencies (e.g. licenses)
• Customer data feeds
• Infrastructure performance, reliability & security
• User accounts and permissions
• Investigate reported issues to establish root cause and proposed resolution
• Cascade knowledge and understanding of products to the wider community
• Elicit requirements for system enhancements and develop prototypes / proposed solutions

Team and Process Improvement;

• Provide the necessary flexibility to operate across all roles within the team spreading learning and responding to business priorities
• Identify and propose opportunities for improvement infrastructure, applications and relevant internal & external stakeholder activities
• Drive continuous improvement through active engagement in the retrospective reviews
• Co-ordinate and contribute to the support knowledge base
• Support the regular review of budgets and spend against current contracts

Customer and business management

• Act as the focal point for internal and external customer issues
• Represent customer aspirations and needs to the development team to inform the product roadmaps
• Ensure good working relationships with suppliers