Job Title

Job Description

TITLE: MCO SCADA/SAC/BPI Operator

DEPT: Services

REPORTS TO (POSITION): Operations Manager

FLSA STATUS: Non-Exempt

POSTION SUMMARY:

Responsible for monitoring Baggage controls applications (VIBES High Level Controls Software), IT systems, & via the SCADA, at all hours of the operational day. Manage the flow in the baggage system and adjust where needed (applying contingencies, reschedule and reassign flights and chute assignments, etc). Responsible for finding and resolving system issues (incident management), researching problem solutions (problem management) and advising changes (change management) for operational systems. You will be in frequent contact with customers, partners, suppliers, and your colleagues in the O&M team to ensure the baggage operations runs smoothly. The SCADA/BPI Operator reports directly to the Operations Manager.

Essential Functions (Job Duties and Responsibilities):

• Work with customers and colleagues to guide daily operations using numerous controls software. 
• Alert maintenance personnel through radio communications of faults or failures and dispatch them to the appropriate location.
• Monitor SCADA for system issues and diebacks. Initiate diverts when necessary
• Acts as a single point of contact and initial level for all operational issues and customers’ requests
• Communicate system disruptions to customers and stakeholders – explain problems, provide solutions, initiate contingency protocols, reschedule flights/bags and reroute in system, collect and log information (ITSM tools and/or CMMS systems), 
• Initiate incident management ITIL process in case of issues; handle first level incidents, and manage escalation to remote helpdesk
• Research system issues by analyzing processes and data, innovate new solutions and prevent future disruptions.
• Manage routing and functional escalation to other support, including escalation in case of major incidents. 
• Clearly report to our customers and stakeholders on the status of the system and BHS operations according to the service level agreements with support of the operations manager.
• Work with customers and colleagues to guide daily operations using all controls systems
• Resolving hardware and software faults whist minimizing operational disturbances. Set up and maintain back-up and recovery procedures
• Trial contingency plans on a regular basis with the support of the IT Engineer
• Proactively monitor IT infrastructure and applications.

• Alert maintenance personnel through radio communications of faults or failures and dispatch them to the appropriate location.
• Monitor system status, balance, statistical reports, and make-up assignments for the user airlines.
• Daily coordination with TSA, CBRA and OSR staff as required to maintain system operational status.

• Analysis of existing CBIS/BHS and MSC BHS faults, developing remedial action plans and providing reports to the O&M Manager regarding the overall cause of system faults.

• Make BHS operational decisions, initiating and coordinating implementation of any backup/fallback procedures necessary to facilitate continued operations (e.g., choosing alternative routings via reversible conveyors, initiating use of fallback tags, coordination with user airlines, etc.).
• Ensure smooth daily start-ups by reviewing start-up check lists and procedures

• Determine/coordinate configuration changes to bypass off-service conveyor
• Report and track service calls and technical issues internally
• Generate and distribute work orders thru CMMS system, including closing completed work order
• Generate weekly and monthly reports
• Perform regular Preventative Maintenance (PM) of Control Room equipment
• Determines sequence and approach with little assistance
• Carries out a variety of control room activities with little assistance
• Communicates regularly with customers and technicians over the phone and radio

Required Education and Experience:

• Experienced with intralogistics and operational environments, preferably a background in automated handling systems, the capital goods industry and/or system integration business (warehouses, logistics, airports baggage handling systems).
• Experienced managing 24/7 mission critical systems in complex IT environments.
• Expertise with multitasking
• Excellent communication skills, experience working in a customer service role.
• Willingness and ability to work an ongoing shift schedule of 8-hour shifts covering 24/7 operations. Including holidays
• Team player, adaptable and willing to broaden skills outside core skillset.
• Experience in database management (preferably oracle/weblogic)
• Knowledge of operation systems (windows, linux, unix)
• High school diploma or equivalent

Other Requirements:

Must be able to attain and sustain an Airport I.D. Badge and CBP seal

Preferred Qualifications:

• Bachelor’s Degree in Operations or Engineering preferred
• Airport and Warehouse Operations experience
• Conveyor services or material handling services experience

Knowledge-Skills-Abilities (Competencies):

• Exceptional communication skills and customer service orientation. 
• Ability to work under pressure on mission critical systems.
• Good knowledge of IT infrastructure (i.e. network: technology/protocol, hardware: server/client)
• Good knowledge of baggage operational processes and high-level controls applications
• Strong analytical and problem-solving capabilities.
• Good knowledge of complex electromechanical systems
• Experience in manipulation and extracting of log files and information from several sources.
• Good understanding of underlying technologies hosting applications, databases, application servers, web servers, client installations.
• ITIL foundation v3 or v4 certification a plus.

Position Type/Expected Hours of Work:

This is a full-time position.  Schedule is driven by the needs of the operation.  May be required to work nights, weekends, and holidays. Must not have any work schedule restrictions.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment and Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Alternative or combined skills in understanding, counseling, and/or influencing people are important in achieving job objectives, causing action, understanding others, or changing behavior; and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.

While performing the duties of this job, the employee is frequently exposed the baggage handling system, mechanical parts and vibration. The noise level in the work environment and job sites can be loud.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.