Qualifications and Years of Experience Strong ownership, problem-solving, communication, stakeholder management, analytical, and decision-making skills
- Position Title Manager, Crew Systems Operations Reporting To Head, Operations Planning & Support Position Summary The CMS System Owner is responsible for managing and supporting the Crew Management System (CMS) throughout its entire lifecycle. This role ensures the system meets operational needs, delivers reliable business outcomes, and remains sustainable over time. The position serves as the key contact between business users, IT teams, vendors, and management. Key Accountabilities
- System Ownership
- Manage CMS from implementation to ongoing support and enhancement.
- Act as the main representative for CMS in business, technical, and management discussions.
- Establish governance, performance monitoring, and escalation processes.
- Ensure system decisions support business goals, operational continuity, and user needs.
- Business & Technical Coordination
- Bridge communication between business users, IT teams, developers, and vendors.
- Gather and translate business requirements into functional and technical specifications.
- Explain technical issues in business-friendly terms and provide practical recommendations.
- Crew Operations Support
- Ensure CMS effectively supports crew planning, rostering, tracking, leave management, payroll, allowances, mobility, and self-service functions.
- Work with operational teams to identify improvement opportunities.
- Monitor system performance and coordinate solutions for operational issues.
- Integration Management
- Oversee integrations between CMS and related systems such as payroll, flight operations, AODB, TMS, middleware, APIs, SFTP, and batch processes.
- Ensure accurate and timely data exchange between systems.
- Coordinate resolution of interface failures and data issues.
- Production Support & Incident Management
- Lead production support and manage critical system incidents.
- Assess business impact, coordinate escalations, and communicate updates to stakeholders.
- Drive root cause analysis and implement corrective and preventive actions.
- Testing & Deployment
- Coordinate user acceptance testing (UAT), system testing, regression testing, and deployments.
- Ensure business readiness, issue resolution, and risk assessments are completed before go-live.
- Support deployment decisions and post-implementation stabilization.
- Data & Documentation Management
- Maintain data accuracy and consistency across integrated systems.
- Manage system documentation, including SOPs, process flows, user guides, training materials, and release notes.
- Support knowledge transfer and documentation governance.
- Continuous Improvement
- Drive system enhancements to improve efficiency, reliability, and user experience.
- Support development of system users, SMEs, and support teams.
- Reduce dependency on vendors through knowledge sharing and capability building.
- Degree with 8+ years, Diploma with 10+ years, or STPM/SPM with 12+ years of relevant experience.
- Knowledge of SQL, databases, APIs, integrations, XML/JSON, middleware, SFTP, and application support.
