Senior Support Expert

Job Introduction

Serco is a trusted partner of European Institutions and International Organisations, providing ICT services and Contact Centre management across Europe. Our expertise ranges from information systems support to consultancy services delivered under governmental frameworks, supporting key entities such as the European Commission and its Executive Agencies. As a leader in Service Integration and Management, we ensure the seamless delivery of services across multiple platforms, reflecting our strong commitment to quality and operational excellence.

We are currently seeking a Senior Support Expert to join our team supporting the EuroControl in Bretigny, France, as well as in other locations across Europe. 

Background

To support these activities, EUROCONTROL operates the Datalink Test Facility (DTF) located at the EUROCONTROL Innovation Hub (EIH) in Brétigny-Sur-Orge. The DTF provides a unique capability enabling interoperability testing, technical validation, investigation support and stakeholder assistance related to ATN Baseline 1 datalink services and future ATS-B2 capabilities. The facility supports EUROCONTROL's role under the Network Functions Implementing Regulation by providing interoperability testing, technical investigation and stakeholder support capabilities that help resolve operational issues, reduce deployment risks and facilitate the efficient deployment and operation of datalink services across Europe. 
The DTF contributes directly to EUROCONTROL priorities by: 
(a) supporting operational datalink deployment and troubleshooting. 
(b) reducing interoperability risks affecting network operations. 
(c) supporting Datalink Summer readiness activities. 
(d) supporting CP1/AF6 and ATS-B2 deployment preparation. 
(e) providing technical validation capabilities for ANSPs, aircraft operators, avionics manufacturers and Communication Service Providers (CSPs). 
(4) A key objective of this contract is to ensure resilience of DTF operations, mitigate the current dependency on a single expert, preserve critical technical knowledge and support the transition towards future EUROCONTROL testing capabilities beyond the planned closure of the EIH facility.  

Education Requirement

Mandatory

• The proposed expert shall have a completed university degree in Computer Science, Telecommunications, Aeronautical Engineering or equivalent technical discipline.
• Excellent command of English (written and spoken) – minimum level B2.  

Desirable

• Postgraduate qualification or specialisation in Air Traffic Management, Communications Systems or Network Technologies. 
  Knowledge of French would be considered an asset. 

Technical/Professional qualification

Mandatory
(a) Proven knowledge of ATN architecture and protocols. 
(b) Proven knowledge of CM, CPDLC, and ADS-C services. 
(c) Proven knowledge of IP networking concepts, communication systems and network architectures. 
(d) Proven knowledge of/experience in interoperability testing and validation methodologies. 
(e) Proven knowledge of ICAO ATN architecture and ATN protocol suite. 
(f) Proven knowledge of CM, CPDLC, and ADS-C applications and datalink services. 
(g) Proven knowledge of EUROCAE ATN B1 and ATS B2 Interoperability standards.

Desirable
(a) Knowledge of ICAO, EUROCAE, RTCA and AEEC datalink standards. 
(b) Knowledge of datalink deployment and operational environments.

Experience/Skills required

Mandatory
(a) At least 8 years of proven relevant experience in the domain of ATM, CNS or datalink-related activities. This includes proven experience with ATN routers, ATN end systems or equivalent communication infrastructure. 
(b) Minimum 5 years of experience in interoperability testing, validation activities or technical experimentation in ATM, CNS or datalink environments. This goes with the ability to analyse technical issues and conduct investigations. 
(c) Minimum 5 years of experience in operating, maintaining or configuring technical test facilities, validation platforms or laboratory environments.  
(d) Minimum 2 years of experience in drafting technical reports and documentation. 
(e) Minimum 5 years of experience in working with operational stakeholders (i.e. ANSPs, airlines, CSPs). 
(f) Minimum 2 years of experience in working with ATS-B2 services and associated standards.  

Desirable
(a) Experience in administering Linux/Unix systems in operational or testing environments. 
(b) Experience in conducting knowledge transfer activities.

Other requirements

(a) Desire to work in a multi-cultural team. 
(b) Good team worker, positive and open minded, committed to getting a job done. 
(c) Hands-on approach.   
(d) Ability to work autonomously with limited supervision. 
(e) Strong analytical and problem-solving capabilities. 
(f) Strong communication and stakeholder engagement skills, including the ability to communicate complex technical topics to technical and managerial audiences in a multi-stakeholder environment. 
(g) Ability to capture, structure and transfer technical knowledge. 
(h) Ability and willingness to perform reg