Commanding a new role

We provide a safe and efficient service 24 hours a day, 365 days a year that most people who travel by air will barely even notice. That’s because behind the scenes there is a team working tirelessly to make sure that everything happens seamlessly.

In order to meet air traffic demands of the future and adapt to new challenges, like providing services to new users of airspace such as drones, super-fast jets and even space travel, we need to evolve the technology and services that we provide.

To do this we are re-engineering the way air traffic management is done, which will make our systems and processes even more adaptable, intelligent and resilient. So we’re embarking upon a new programme of recruitment and seeking Engineers to help us on this journey.

Over the next few weeks we’re going to be featuring various roles from this area to give you an inside look at what we’re up to. Today I’m chatting to George, a Command Centre Resolver at Swanwick.

The Command Centre is the main point of contact for technical incidents, requests, problems and changes. “As one of the Level 2 Resolvers, I’m responsible for logging and resolving faults and I work alongside other teams to ensure service restoration.”

These roles are absolutely key to the day-to-day service we provide. “My team is the first point of contact for resolving incidents, and we then escalate them to other teams if necessary.”

“We track the lifecycle of incidents and liaise with other Service Groups as well as being the main point of contact for our customer. We’re always in close contact with them – keeping them informed and updated of what’s going on.”

George at work with a colleague

George was well equipped to join NATS in such a vital role, having worked in similar positions previously.

“I worked at a University and in a range of IT tech and service desk roles but I’d always been interested in working at NATS.  It seemed a great place to work and ticked all of the boxes for me.  A friend of mine had also joined a couple of months prior and had given some good feedback. So when I saw the job advertised, I felt I could offer the right experience and decided to go for it!”

“I’d like my career to develop here over the long term.  I think it’s a really interesting time to have joined the company as there’s a lot of change and transformation and within that, lots of opportunity to learn and develop.”