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IT Technical Field Support Engineer, IAG Cargo

OUR BUSINESS

Looking for a challenge in one of the world’s largest airfreight logistics organisations and a FTSE 100 company?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

As the logistics and cargo brand of the International Airlines Group, you will work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling as we build and shape a new logistics company. We believe in a world that is always moving, with values that underpin our business. By always delivering, always improving, always working as one team and always with integrity, we are creating an inclusive business that works for its customers and its colleagues around the globe.

THE ROLE

DUTIES

Overview of the role

Within the IAG Cargo technology function, the IT Technical Field Support Engineer will work cross functionally with technology and business partners across 11 key building locations at the Cargo Heathrow campus. The IT Field Support Engineer will own the direct relationships across the business and tech enterprise being responsible for the stability of Cargo operational IT equipment ensuring the service remains stable, performant and operational.

The IT Technical Field Support Engineer will work in close collaboration within the Cargo Tech Service Delivery organisation and across IAG Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time To Respond (MTTR) and Mean Time to Root Cause (MTTRC) on IT Incident and Problem tickets.

The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving driving continual customer focused service improvements, service excellence, business and technology change.

Reporting directly to the Cargo Tech Service Delivery Manager, this role will be a key part of the Service Delivery Team, ensuring our technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organisation.

People/Relationship

• Build, develop and maintain sustainable respectful stakeholder relationships across all areas of the business.
• A strong customer focus with a determined attitude on proactive problem solving who can inspire and influence outcome-based decision-making driving business valued outcomes.
• Be a respected contributor at vendor/ suppliers Service Performance reviews with key stakeholder groups.

Governance

• Member/Invitee of the following:
  • IAG Cargo Tech Service Delivery Team
  • IAG Cargo Tech Functional Team
  • IAG Cargo CDIO Functional Team
  • IAG Cargo Tech Cargo & Tech Central Portfolio Reviews
• Ensure full adherence to all governance, standards, and processes across the IAG Cargo and IAG Tech organisations
• Proactively contribute to continual improvement plans and initiative across IAG Cargo, specifically in relation to the delivery of the service, the Tech operating model and ways of working

Accountabilities

• Develop knowledge and expertise of Cargo Applications & operational IT equipment Technology stacks supporting critical business capabilities current and future state.
• Own and execute proactive maintenance checks of IT equipment in the Operational areas.
• Own the co-ordination and management of the break fix repair cycle of operational IT equipment using defined processes working with Tech and supplier agencies.
• Working in partnership across the Cargo business and Group IT Tech and maintain strong relationship with stakeholders and end-user departments.
• Investigates all instances of service non-availability on operational IT Equipment and instigates necessary remedial action to ensure optimum service availability.
• Monitors levels of service performance, via detailed metrics and IT tooling, ensuring service incidents/problems are managed through to resolution.
• Propose service improvements based on trend analysis and customer/ end user feedback.
• Proactive problem solving and initiation of continual service improvement of IT equipment and service within the dimensions of the role.
• In collaboration with the IT Business Partners and IT Business Enterprise Architects, influence the design and development of new and changed IT systems and services to optimise operational efficiency.
• In collaboration with Cargo’s Business Enterprise Architecture (BEA) and Service Delivery Management team, ensure the in-life service failure risk position of Cargo’s infrastructure and IT equipment and services is fully understood by Cargo and work with the BEA and Cargo business to agree and action relevant mitigations.
• This role requires travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.

Dimensions of the role

• Provide day to day technical field engineer on-site support across multiple operational Cargo departments.
• Own and co-ordinate the onsite installation and commissioning of operational IT equipment in collaboration with delivery and service support resolver groups.
• Direct communication with end users to ensure satisfaction and implement any necessary corrective actions.
• Trusted business partnering across the business and Group IT, drawing on a broad knowledge of the relevant technologies and business processes.

• Maintains a holistic view of the delivery Portfolio for the IT technology changes within area of responsibility, providing consultancy on IT equipment and service solutions.
• Involved in high severity incident resolution of service issues, supporting the resolution and root cause of service failures.
• Meet with the business to diagnose IT equipment issues and support requests and work with the technical resolver teams to support resolution and solutions.
• Contribute to supplier service performance and service improvement forums.
• Develop and maintain technical documentation and end to end current and ends state processes to support the delivery of the role function.
• Lead and support the identification and execution of continual improvement opportunities using thorough understanding of the relevant business area, to ensure the provision of a robust IT service to the business, improvement of service levels and operational integrity.

Key Stakeholders

Internal (multiple stakeholders within IT and each of the business functions)

• Operations
• Commercial
• Customer Experience
• Finance
• HR
• Legal, Risk and Information Security
• Business Continuity
• Cargo IT
• IAG Tech Enterprise

External

• Strategic Supplier & Third-Party Partners
• Technology Partners

PERSON SPECIFICATION

Skills

• Excellent communication, relationship and stakeholder management skills
• Proven knowledge of business and IT operational equipment support capability
• Excellent troubleshooting and problem-solving skills
• Leadership, with a proven ability to influence and persuade across a complex organisation
• Senior stakeholder management, with a proven ability to influence and persuade internally and externally
• • Ability to recognise priorities and guide others towards the accomplishment of IT solutions aligned to strategic business goals and objectives
  • Displays confidence and resilience, plus an energy to deliver results
  • Ability to work under pressure to tight deadlines.
  • Excellent team working skills and ability to build and maintain strong relationships.
  • Strong written and verbal communication skills with ability to explain complex IT/technology solutions in a coherent manner
  • Excellent planning and prioritisation capabilities
  
  

  Qualifications

  • Educated to degree level, or equivalent qualification
  
  

  Experience

  • A proven ability to develop understanding and knowledge of business-Critical IT Applications and operational IT Equipment and services through to execution.
  • Knowledge of IT operational equipment such as Wifi networking, scanner guns, Ruggedised task allocation Data Terminals, End User computer / hardware equipment.
  • Strong communication skills & experience of operating across multiple countries, cultures and complex environments.
  • Experience collaborating with and presenting to Senior Leadership Teams
  • Proven work experience as an IT Technical Support Field Engineer in a highly operational environment.
  
  

  Desirable Experience:

  • ITIL Foundation or ITIL Practitioner
  • Experience of Operational IT Equipment, Critical applications, software and technology stacks.

As part of our workforce you will receive a competitive salary as well as access to a variety of our excellent benefits including Bonus, 26 days holiday, DC pension scheme, flight benefits, discounts with many high street retailers, good development prospects and the opportunity to be included in the annual incentive scheme.

We are one of the world's largest cargo carriers, come and be part of it.

To apply for the position of IT Technical Field Support Engineer, please use the ‘apply now’ function.