Control Room Operator

About the role

Vanderlande’s JFK Team is responsible for the Operations and Maintenance of the Material Handling Systems at Terminal One. You are responsible for monitoring Baggage controls applications (VIBES High Level Controls Software) and IT systems. You manage the flow in the baggage system and adjust where needed (applying contingencies, reschedule and reassign flights and chute assignments, etc). You are 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, your colleagues in the O&M team to ensure the baggage operations runs smoothly. The Vibes Support Specialist reports directly to the Operations Manager.

Responsibilities

• Monitoring the SCADA system to oversee the operation of the baggage handling system.
• Responding promptly to alarms, alerts, and system notifications to address issues and maintaining system performance.
• Coordinating with operation team, maintenance personnel, and relevant stakeholders to resolve operational issues and minimize downtime.
• Following and making preparation for preventive maintenance tasks and assist maintenance teams.
• Generating reports on system performance, incidents, and maintenance activities.
• Implementing operational procedures and protocols to optimize the efficiency of baggage handling operations.
• Work with customers and colleagues to guide daily operations using high-level controls software.
• 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 teams (e.g., based in Atlanta, Canada or Europe or provided by third party suppliers), including escalation in case of major incidents.
• Clearly report to our customer and stakeholders on the status of the system and BHS operations according to the service level agreements with support