NATS is the UKs leading air navigation service provider, handling over 2 million flights each year and we would like you to be part of the team. We provide air traffic control services from two control centres and 14 airports in the UK, as well as a wide range of commercial solutions to over 30 countries internationally.
We are passionate about being an equal opportunities employer. We appreciate and value the diversity of our employees and the inclusive environment we work in. Having employees with a wide range of skills, knowledge, innovation and energy makes us the industry leaders we are.

We have an exciting new opportunity for an enthusiastic and dynamic Command Centre Level 2 Resolver to join our busy and growing team. The main purpose of this job is to provide first line application support to ensure the delivery of the technical services 24 hours a day and ensure that actions are taken to maintain agreed service levels and minimise unplanned service outages.

Responsibilities include:-

• Attempt a first line fix on Incidents, ensuring that SLAs are met. If unable to fix, assign the Incident to the relevant resolver group.
• Monitoring of events, and triaging them.
• Ensuring that their Customers are kept up to date with Incident status, at agreed times.
• Co-ordinating Change activities with Staff and Users, applying dynamic risk, and ensuring that Services are released in a safe manner.
• Liaising with Managed Service Providers.
• Fulfil Service Requests.
• Utilising the service management tools to maintain Situational Awareness at all times to ensure that Service Level Agreements (SLAs) are achieved and risk is managed. .
• Logging an Incident with categorisation and priority codes.
• Investigating and attempting to resolve Incidents, and restore service.
• Keep customers informed about their Incident status at regular intervals.
• Responsible for identifying service Problems (i.e. re-occurring events/incidents), assigning these problems to the relevant resolver group.
• Responsible for co-ordinating service Change activities with NATS staff and contractors.

Background, Qualifications & Skills

• As a minimum, a Higher National Certificate in an Engineering or Information Technology related discipline. Applicants who don't hold the relevant qualification but have undertaken structured training and have extensive relevant experience will be considered
• Good knowledge of ITIL Service Lifecycle Management in general and Service Operation specifically.
• Experience working in a customer-focused environment.
• Ability to apply a calm, methodical, analytical and systematic approach to define/resolve complex incidents.
• Ability to interpret and effectively communicate technical information into business language and vice versa.
• Listening, negotiating and influencing, written and oral communication skills .
• Excellent team-working skills, with experience of supervising other staff and making decisions which impact the work assigned to individuals or phases of projects.
• Ability to perform a range of work, sometimes complex and non-routine.
• Ability to plan, schedule and monitor own work competently.
• Demonstrable commitment to continuous professional development.
• Proven history of application of continuous service improvement process

During the first year it is anticipated that work will be limited to normal office hours, however, in late summer 2019 the H24 shifts obligation may be exercised.

UK Air Traffic Management is a safety critical environment, and part of Critical National Infrastructure, you will be required to pass and hold SC level UK Security Clearance.
NATS offers a range of excellent benefits which includes 28 days leave, statutory leave and a top class contributory DC pension scheme.

Applications can be provided on paper or large print
NATS Talent Acquisition Team
4000 Parkway
Whiteley
PO15 7FL