Service Management Support Technician

Package Description

Joining Serco's amazing team offers:

• Competitive Salary.
• Great career opportunities in the Space industry
• Comprehensive package of benefits offered by the company, such as multisport card.
• Engaging company events to foster team spirit.
• Hybrid working model to support work-life balance.
• Opportunity to work in an international environment.

Relocation: The Czech Republic’s central location in Europe makes it a convenient base for traveling to other European countries, enhancing both professional and personal travel opportunities. Cities like Prague and Brno offer a high standard of living with excellent public services, including efficient public transportation, healthcare, and education systems.

The cost of living in the Czech Republic is relatively low compared to many Western European countries, allowing for a comfortable lifestyle without breaking the bank.

The Czech Republic has a high-quality healthcare system, which is accessible and affordable. The country is steeped in history and culture, boasting numerous UNESCO World Heritage Sites, beautiful castles, and charming medieval towns.

Job Introduction

Serco is a trusted leader in Space Services, with a proud history spanning over 55 years and a track record of supporting more than 50 space missions for world-renowned agencies like ESA and NASA. Our expertise covers the entire space lifecycle—from satellite testing and launch services to spacecraft operations, space surveillance, and data management—making us a key partner in advancing national strategies and driving innovation in the New Space era. Serco has significantly expanded its space services in the Czech Republic, contributing to major European space projects.

We’re looking for a Service Management Support Technician to reinforce the team in our office in Prague.

Key Responsibilities

The Service Management Support Technician supports the Core PDGS service by managing configuration, incidents, and problems in line with ESA operational standards and using the CFI‑TELLUS tool.

Configuration Management:

• Maintain the Core PDGS service configuration baseline in CFI‑TELLUS (service definition, implementation, infrastructure, documentation, procedures, system configuration).
• Update configuration items and relationships following any service change.
• Produce monthly configuration status and change history reports.
• Detect deviations from HL_PROC rules and raise anomalies.

Incident Management:

• Record, categorize, and manage incidents in CFI‑TELLUS following established procedures.
• Keep incident tickets updated with logs, troubleshooting steps, and status changes.
• Ensure resolution within SLA and close incidents only when stakeholders confirm satisfaction.
• Communicate resolution times; notify ESA of blocking incidents and provide continuous status updates.

Problem Management:

• Perform root cause analyses and implement corrective actions per HL_PROC.
• Maintain the Known Error / Knowledge Database in CFI‑TELLUS.
• Participate in ESA anomaly investigation boards.
• Propose updates to operational procedures based on lessons learned.

Document Management:

• Administrate the service document management system
• Maintain the service document technical baseline.
• Manage and publish all the service deliverable documentation (e.g.  MoM, reports, etc) 

Reporting:

• Produce regular service reporting (e.g. monthly basis) covering amongst other:
• Incident statistics, SLA impacts, reopen rates, and trends (13‑month view).
• Detailed incident lists with CFI‑TELLUS references.
• Problem status, completed RCAs, root causes, and recommended corrective actions.
• Proposed updates to operational procedures.
• Incorporate service operations information collecting inputs from every service domain

Skills

• Knowledge of ITIL processes (incidents, problems, configuration).
• Experience with configuration or service management tools (CFI‑TELLUS beneficial).
• Strong analytical, communication, and documentation skills.
• Technical background (Engineering/IT) and experience in operational environments preferred.
• Good English skills, both written and spoken.