Technical Operations Coordinator

at  Morgan McKinley

The Authority currently has a number of projects underway to expand public transport services across public service offerings (PSOs) and Commercial Bus Operators (CBOs).
Transport Technology has seen the introduction and expansion of initiatives such as new ticketing systems to Leap Card Scheme participation, the Young Adult Card (YAC) fare reduction scheme, TFI Go (mobile ticketing app), and emergency PSO contracts.
The requirements for coordination across ticketing systems (fares updates, PDL releases, YAC approvals, etc.) and compliance elements (GDPR, PCI, etc.) have led to a significant increase in the administrative overhead.

INDICATIVE RESPONSIBILITIES

• Managing and coordinating of the Technical Services provided to Transport Operators (TOs) by Transport Technology.
• Managing release schedule for CBOs ticketing systems including but not limited to fare updates to ticketing devices, Leap Card ticket products, Leap back office and releases.
• Delivering onboarding services to new PSOs and CBOs joining either the TFIGo platform or Leap system through multiple technology platforms.
• Managing the device repair/replacement process for TOs.
• Dealing with TO technical queries, training and support.
• Representing TO interests in other NTA forums and project initiatives.
• Working closely with the other NTA teams, managed service providers, contractors, and subject matter experts (SMEs) on incident/request ticket resolution and task delivery related to the Services.
• Developing and managing strong relationships with key internal and external stakeholders (NTA Bus Licencing Team, TOs, Suppliers, etc.);
• Ensuring that management and stakeholders are kept up to date on the status of the Services and related projects through regular status reports and SLA and KPI reports for management;
• Developing, documenting and implementing standard operating procedures (SOPs) and Knowledge Base articles to support the provided Services;
• Ensuring that the Services meet all necessary compliance criteria and that related supporting documentation is kept up to date.
• Provide cover for the Rural Transport Lead,
• Developing processes and procedures and updating documents on an as-needed basis to facilitate knowledge transfer and standardise operational support interfaces between service providers, transport operators, and the NTA.
• Build strong relationships with internal and external stakeholders by operating flexibly and collaboratively to ensure the efficient delivery of business objectives.
• Any other related tasks as assigned by the Technical Operations Manager as required occasionally.