EUX Engineer

  • Full-time
  • Contract Type: Permanent
  • Directorate: IAG Tech

Company Description

The British Airways (BA) Delivery team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our enabling domains, platforms and programmes, we are changing our ways of working and transitioning into a product-led organisation at scale.

Together we are building a better BA (British Airways).

Job Description

Purpose of the role

  • Monitor and maintain hardware and software systems on end-user devices in operational areas
  • To support BA by ensuring that operational processes are backed by properly functioning end-user devices including PCs, printers, scanners, specialist devices

Accountabilities 

  • Carry out the installation, maintenance, and configuration of hardware, software, networks, and applications in line with required accreditations on end-user devices in operational areas – this includes PCs, printers, and specialist devices.
  • Actively maintain applications on operational end-user devices, collaborating with product teams.
  • Actively engage in the continuous monitoring and maintenance of systems and networks.
  • Provide technical support in response to calls from staff members or clients, effectively communicating solutions for resolving issues.
  • Diagnose and troubleshoot system and network problems, software faults, or hardware complications.
  • Support the roll-out of new applications, documenting relevant end user support knowledge articles.
  • Document and track issues and solutions for future reference and continuous learning.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Qualifications

  • Educated to degree level or equivalent experience
  • ITIL qualification

Skills

  • Deep understanding of service value for customers and driving continuous service improvements.
  • Initiates and manages change to help shape the future direction of IAG Tech and organisation.
  • Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
  • Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
  • Demonstrates and applies a deep understanding of third-party supplier management principles.
  • Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
  • Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
  • Fluent written and spoken English

Experience

  • Experience of leading a global 24x7 service offering
  • Strong experience of delivering critical IT services in an operational environment
  • Demonstrable expertise in a specific technical specialism and/or broad technical expertise. 
  • Experience of developing in an agile and/or DevSecOps environment is highly desirable, including unit testing, behaviour driven development, and continuous integration/continuous deployment.
  • Experience of operating across multiple countries and cultures is desirable, but not essential
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