Airway Transportation Systems Specialist (Service Delivery Specialist (SDS))

Job Title

Incumbent is recognized as a technical authority/expert on National Airspace System (NAS) systems and services and Technical Operations Control Center (TOCC) operations.

The incumbent will be the focal point for strategic development of and administration of control center procedures, training, and quality assurance processes. Position focuses on Service Delivery Management (SDM), predictability of NAS services, and prioritization of NAS services with Air Traffic, commercial airlines and general aviation aircraft.

Monitors service delivery and systems operations by means of automated remote monitoring and visually reported observations, and identifies indications of faults, degradation of service, or other abnormalities.

Integrates user services needs and prioritizes infrastructure operations and maintenance actions. Exercises control and direction of resources associated with delivery of NAS services. Monitors and evaluates trend data on a service area and nationwide basis to develop workable solutions for sustaining the NAS.

Provides leadership for highly complex and challenging technical activities and is recognized as the principal expert for development of workable solutions for unanticipated situations adversely affecting operationally critical NAS systems/services. This may be accomplished using innovative concepts and approaches for problems that have resisted earlier efforts at resolution.

Establishes and manages program goals and objectives; formulates project plans and presents them to upper management. Serves as a senior project manager or team leader for large, challenging and complex work activities. Technical decisions are considered authoritative in his/her area of expertise. Develops, interprets, recommends changes, and has broad discretion to ensure compliance with organizational objectives and policies. Identifies, procures, distributes and tracks resources needed to accomplish large work activities.

Works with customers at high organizational levels both inside and outside the FAA to resolve complex issues to ensure the integrity of NAS. Represents the FAA as a senior technical authority for major agency activities, emerging technologies and customer concerns. Coordinates with multiple air traffic entities to shut down and restore facilities, systems, and services to prevent activities from disrupting air traffic operations. Quickly resolves restoration problems with minimal impact to NAS.

Works independently and has broad discretion to ensure alignment with organizational objectives and policies. Maintains the highest degree of technical knowledge on integrated systems within a broad area of expertise. Keeps abreast of changes in technology and the new systems coming on-line. Provides recommendations to senior level managers for enhancement of systems and air traffic operations.

Performs other duties as assigned.