Airport Operations Control Center Analyst

Serco; Abu Dhabi Emirate; On-site; AED 120,000 - 180,000; Full time

Job summary

Serco is seeking an AOCC Analyst to coordinate resources on site from the Airport Operations Control Centre in Abu Dhabi. You will act as the central integrator with the airport data centre, facilitating communications with stakeholders and frontline CX teams.

The role focuses on ongoing performance monitoring, issue resolution, and visibility across operations, with 24/7 coverage and shift-based rostering. You will work with the contracts team to improve efficiency and service delivery.

Qualifications

• Up to 5 years’ experience within airport operations environment.
• Minimum of 2 years work experience as data analyst, system analyst, business analyst or information analyst.
• Proven experience in performance analysis, management, reporting and attribution.
• Up to 2 years supervisory or team leader experience.
• Experience using customer service tracking or rostering systems.

Responsibilities

• Ensure 24/7 on-site customer services are available to the client.
• Monitor and coordinate on-site resources from the AOCC.
• Handle changes in airport demand and coordinate with management and frontline staff.
• Ensure frontline team addresses requests within KPI structures related to the role.
• Coordinate and respond to issues while on duty with AOCC relevance.
• Document and report changes in operational procedures.

Skills

Data analysis

Stakeholder coordination

Performance analysis

Reporting

Team leadership

Operational awareness

Tools

Rostering systems

Data management software

Job description

We are looking for AOCC Analyst to support with the coordination of resources on site from the designated Airport Operations Control Centre. The roles’ purpose is to act as the central integrator with the data center of the airport to provide communications with other stakeholders and share information with frontline staff (predominantly with duty CX Team Leaders).

They will provide on-going performance monitoring and implement strategies for addressing passenger service issues. Additionally, they will represent Serco with other stakeholders and report on any client relationship issues, obstacles and functional aspects of working with the AOCC to look at greater visibility across the designated airport facility.

Their end goal will be to serve the contracts team by delivering visibility, proactive communication and to recommend efficiencies in the operation through observation and teamwork.

Key accountabilities

• Ensure efficient and continuous customer services are available to the client on site 24/7.
• Continual monitoring and coordination of resources on site from the designated Airport Operations Control Centre.
• Fast and efficient handling of changes in airport demand with subsequent coordination with management and frontline staff.
• Ensure the frontline team address and priorities requests within the agreed KPI structure (where relevant to role).
• Coordinate and respond to issues whilst on duty – with respect to AOCC relevance.
• Determine site specific procedures for the position with AOCC
• Document and report on changes in operational procedures
• Manage stakeholders and report on concerns
• First point of escalation for issues (related to AOCC operations, data management and airport demand) with accountability for documentation and transparency with management
• To work within shift rota to cover 7 day/week 24 hours/day including statutory holiday periods.
• Adhoc adjustments to daily operations design through changes in the roster to ensure the team cover the workload and so that Serco have visibility on changes to deployed personnel.Seek approval from the Rostering and Scheduling manager for major alterations.
• Providing designated training and guidance on systems and processes to new personnel.
• To provide cover for colleagues as and when need arises (illness/holidays etc.).
• To undertake training and be an active Team Member of both Serco and Abu Dhabi Airports.
• Carry out all other duties as directed by the line management to the benefit of the Serco and services to the Client.

Specific requirements

• Up to 5 years’ experience within airport operations environment
• A minimum of 2 years work experience as data analyst, system analyst, business analyst or as an information analyst
• Previous experience of performance analysis, management, reporting and attribution
• Up to 2 years supervisory or team leader experience.
• Proven experience in the use of customer service, tracking or rostering or similar systems