Network Operations Coordinator (NOC)

FUNCTION: The Network Operations Coordinator, reporting to the Supervisor, System Operations Control Centre, is responsible for working closely with the SOCC and Airports departments, as well as external agencies, to coordinate operational activities across Porter’s entire network. The Station Operations Coordinators, working in conjunction with a Flight Dispatcher, are responsible for the timely dissemination of clear and concise operational information across the organization, particularly during irregular operations. 

DUTIES AND RESPONSIBILITIES:

The NOC is responsible to the Supervisor, System Operations Control Centre for:

• Coordinating operational activities across the Porter network and assisting with contingency and recovery planning during major irregular operations (IROPs) events

• Monitor connection passenger loads and coordinate with the Duty Officer to anticipate possible misconnect situations.

• Maintain regular communication with and direct outstations to take proactive mitigating actions to reduce the number of misconnecting passengers

• Facilitating expedient Emergency Response Plan activation, non-emergency abnormal incident response and other critical communications through the Everbridge® Mass Notification system

• Provide procedural guidance and routine technical support to front-line agents and coordinate system outage response and transition to manual or backup procedures

• Ensure passengers are provided adequate notification of flight disruptions and cancellations to their itinerary through Porter’s passenger reprotection application

• Process delay reports and participates in the delay code audit and reconciliation process 

• APIS/API reconciliation and communication with the US Department of Homeland Security, CBP and CBSA. Assist with investigation and resolution of DHS violations and API data quality issues to avoid significant fines against the Company 

• Maintaining thorough knowledge of Company policies and procedures as well as Transport Canada regulations and those of other domestic and international regulatory agencies

• Actively participating in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

• Other duties as assigned by the Supervisor, SOCC or designate
  
  

BEHAVIOURAL COMPETENCIES:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others

• Teamwork: Working collaboratively with others to achieve organizational goals

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers)

• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise

• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus

QUALIFICATIONS:

• Minimum 2 years’ airline operations experience and/or in an industry supervisory role

• Conscientious and safety focused with excellent written and oral communication skills and a proven ability to work effectively as part of a cross-functional team

• Ability to adapt quickly to new situations, problem solve and affect positive change in a fast-paced, dynamic environment

• Strong organizational skills, detail oriented and an ability to manage multiple tasks

• Must have a clear attendance record, reliable on time reporting for work and flexibility to work rotating morning and overnight shifts, weekends and holidays

• Able to obtain Transport Canada Restricted Area Identification Card (Security Clearance)