1. Advanced Operational Ownership

• Own complex and high impact incidents across PAX applications (SBD, CUPPS, Touchpoints, Smart Path, Flex, Maestro).
• Act as technical lead during Major Incidents (P1/P2), driving investigation, coordination, and recovery.
• Validate incident quality, escalation paths, and technical accuracy before handover to SRE or Engineering.
• Proactively identify operational risks and stability gaps based on incident trends and telemetry.

2. Deep Application & System Troubleshooting

• Perform advanced root cause analysis across:
• Application stacks
• Middleware and integrations
• Backend services and databases
• Hardware interfaces and external airport systems
• Own the end to end technical narrative of incidents and problems (what failed, why, how it propagates).
• Support and sometimes lead post incident reviews, ensuring clear corrective and preventive actions.
• Serve as escalation point for Specialists during complex or ambiguous technical issues.

3. Automation, Scripting & Reliability Engineering

• Design and maintain production grade automation using PowerShell (primary) and Python (preferred).
• Lead automation initiatives such as:
• Proactive health checks
• Self healing workflows
• Noise reduction and false alert elimination
• Partner with SRE teams to translate operational pain points into automation or platform improvements.
• Review and improve scripts created by Specialists to ensure quality, safety, and reusability.

4. Operational Excellence & Continuous Improvement

• Own or co own Problem Records for recurring or systemic issues.
• Drive SOP, runbook, and knowledge base improvements with a focus on:
• Clarity
• Reusability
• Shift left enablement
• Contribute to standardization initiatives across PSO PAX, supporting the broader TOM and DevOps direction.
• Support deployment readiness and operational validation activities where required, in alignment with PSO PAX expectations.

5. Coaching, Mentorship & Leadership

• Mentor and coach Service Operations Specialists:
• Troubleshooting approach
• Log analysis
• Incident documentation quality
• Act as a role model for operational discipline, ownership, and technical rigor.
• Support Service Operations Managers with technical insight, risk assessment, and decision support.

WHO YOU ARE

Technical Skills

• 5+ years of experience in:
• Service operations
• Application support
• Systems or platform operations
• Strong scripting expertise: PowerShell (expert) Python (strongly preferred)
• Deep understanding of:
• Distributed application architectures
• API based integrations
• Windows based environments (Linux beneficial)
• Hands on experience with monitoring and endpoint tools (e.g., Nexthink, DEX, EDR, observability platforms).

Operational & Leadership Mindset

• Proven ability to lead complex troubleshooting efforts under pressure.
• Strong ITIL knowledge with practical application in Major Incident and Problem Management.
• Ability to balance short term recovery with long term reliability improvements.
• High standards for documentation, automation quality, and operational consistency.

Behavioral & Soft Skills

• Clear technical communicator, capable of explaining complex failures to both technical and non technical stakeholders.
• Ownership driven, proactive, and improvement oriented.
• Trusted technical advisor within Service Operations and across PSO PAX.