This position serves as a Field Support Lead reporting to the Aeronautical Information Systems Team located at the William J. Hughes Technical Center.
Duties
This position provides support for the Federal NOTAM System (FNS). The employee participates as technical team member towards the development, enhancement, planning, conducting and documenting of processes for 2nd Level Engineering Site Support activities. These activities include support to NAS monitoring and the 2nd Level Help Desk and also include providing direct technical assistance to field personnel for the resolution of system or NAS issues, restoration of system or NAS services, and support to delivered system modifications.
Principal duties of this position are to ensure the timely resolution of any immediate problem(s) and to ensure future occurrences are avoided. The employee leads problem analysis and restoration activities by facilitating analysis efforts across site personnel, 2nd level personnel, vendor support, and other external stakeholders. The employee is responsible to ensure issue information and status updates are logged in the appropriate issue tracking databases and communicated to all appropriate stakeholders and management as required.
Regular duties of the position include:
- Providing technical input to all Site Support documentation to ensure accuracy and usability;
- Conduct of Site Support test activities and performance of Data Reduction and Analysis (DR&A) and other tasks in support of testing efforts including debugging and/or troubleshooting of issues;
- Analysis of system issues and providing of technical recommendations for resolution;
- Participation in Site Support keysite testing activities and data analysis to ensure system changes or updates satisfy all functional and operational requirements;
- Travel to sites for keysite testing, resolution of site issues or problems, installation of system modifications, or for site restoration activities
- Development of transition plans and procedures
Additional duties include:
- Providing technical guidance and direction to Site Support team members
- Leading and coordinating Site Support efforts to resolve NAS system issues and ensuring proper communication of issue information to higher level management.
- Development of Site Support documentation including processes, procedures, briefings, and reports as required.
- Implementation and oversight of Help Desk and Site Support processes and procedures for supported systems.
Applies experience and comprehensive technical knowledge applicable to his/her discipline, as well as an understanding of new technologies and methodologies, to solve complex problems and develop improved technical processes or systems. Considers the objectives of the major subdivision and LOB/SO when developing, integrating, and implementing solutions to diverse, complex problems. Assignments frequently require knowledge and experience working across functional and/or organizational lines. Typical assignments may include: complex system design and integration; extensive research and analyses; investigation and inspection activities; compliance and enforcement actions; and direct responsibility for project/program management. Develops plans, techniques, and policies to address current or anticipated problems and issues.