Key purpose

The NOC Engineer is responsible for monitoring, maintaining, and supporting the satellite communication (Satcom) systems and IP-based networks that deliver In-Flight Connectivity (IFC) services to airline customers.

This role ensures proactive incident detection, swift troubleshooting, and high availability of network and IFC systems to meet customer service level agreements (SLAs).

Key accountabilities

• Monitor and manage Satcom-based network systems and IFC service platforms to ensure 24/7 operational availability.
• Identify, troubleshoot, and resolve incidents and network faults promptly to minimize service disruption.
• Escalate unresolved and complex issues to Level 2/3 support teams or manufacturers while ensuring effective follow-up and communication.
• Perform routine health checks, maintenance tasks, and configuration changes on network equipment and systems.
• Provide technical support for incident management, problem management, and service delivery functions.
• Collaborate with internal stakeholders and vendor support teams to resolve complex technical issues.
• Support change management processes, including implementing configuration changes and software updates.
• Ensure proper documentation of incidents, troubleshooting steps, and resolutions for knowledge transfer and improvement.
• Participate in service performance reviews and contribute to root cause analysis (RCA) of recurring issues.
• Assist in implementing monitoring tools, dashboards, and network optimization solutions.
• Adhere to SLAs, ITIL processes, and industry standards for operational excellence.

Additional / special features of the role

• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards

• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy

• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities

• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment

Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process