Ops Support Analyst
Role Overview
Join easyJet's Connected Crew and Optimised Flying mission within Airline Operations Technology.
Provide operational support and service management to keep business-critical applications and data stable, reliable and secure.
The supported areas include crew communication and flight-decision apps, safety reporting and training platforms, and fuel-optimisation tools and data feeds.
Key Skills for This Role
Full Job Posting
The opportunity
Join easyJet's Connected Crew and Optimised Flying mission within Airline Operations Technology.
Provide operational support and service management to keep business-critical applications and data stable, reliable and secure.
The supported areas include crew communication and flight-decision apps, safety reporting and training platforms, and fuel-optimisation tools and data feeds.
What you will do
- Provide day-to-day operational and technical support for applications and data, resolving incidents within agreed service levels.
- Support P1 and P2 incident response and coordinate internal teams and software suppliers to restore service.
- Triage operational issues, resolve software and data problems, and route hardware or MDM issues to platform teams.
- Monitor system-health dashboards and data links for technical glitches, data drops and tracking delays.
- Assist with testing, validation and operational-readiness checks for new features and software updates.
- Manage user access and permissions in line with airline security policies and regulatory compliance standards.
- Produce operational reports and dashboards to highlight service trends and track supplier performance.
- Participate in an out-of-hours on-call rota for critical operational incidents.
What you will bring
- Practical experience in IT application support, technical support or operational service management.
- Strong troubleshooting skills and a logical approach to diagnosing software, data and interface issues.
- Experience with incident management, P1/P2 priorities, service levels and escalations.
- Good understanding of how cloud software, web applications and live data feeds connect.
- Experience using monitoring tools or dashboards to track service health and performance trends.
- Clear written and verbal communication, including explaining technical issues in plain English to non-technical colleagues.
- Strong organizational skills to balance multiple operational tasks during busy periods.
Desirable attributes
- Experience in an airline, airport, transport or 24/7 operational environment is desirable.
- Familiarity with flight operations, crew apps, electronic flight bags, safety systems, training platforms or fuel-efficiency tools is desirable.
- Knowledge of IT support frameworks such as ITIL, or tools such as ServiceNow, Jira and Confluence, is desirable.
- A basic understanding of mobile device setups such as iPads, MDM concepts or regulatory compliance standards is desirable.
On-call schedule
- The role includes participation in an out-of-hours on-call rota for critical operational incidents.
About easyJet
easyJet says it operates more than 1,207 routes across 38 countries and employs more than 18,000 colleagues.
The role supports digital experiences and operational technology serving the airline's customers and colleagues.
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