The Maintenance Support Coordinator coordinates Maintenance Improvement System (MIS) tickets within Fleet Management Support – Maintenance and DMS, focusing on high-priority and project-level tickets. The role ensures correct ticket priority, categorization, handler assignment, action planning, follow-up, and progress in line with agreed priorities.
The role supports MIS ticket processing through DMS synergy by ensuring required technical documentation is available, consulted, and accurately reflected in ticket handling, AMOS updates, validation, and related maintenance support activities.
A key part of the role is data-driven coordination. The job holder is expected to have strong data analytical skills to analyze ticket and project data, cross-reference information against AMOS data, identify required updates, prepare clear reports, and recommend practical next steps.
Principal Tasks:
- Support the Team’s goal of keeping ongoing/open MIS tickets below 100 by monitoring ageing and blockers, following up ticket/process owners, and escalating items requiring attention.
- Ensure high-priority and project-level MIS tickets have correct priority, categorization, handler assignment, action plan, follow-up, and progress in line with agreed priorities.
- Support MIS ticket processing through DMS by ensuring required technical documentation is available, consulted, and accurately reflected in ticket handling, AMOS updates, validation, and related maintenance support activities.
- Analyze ticket and project data, cross-reference information against AMOS data, identify required updates or data quality concerns, and recommend practical next steps.
- Prepare clear reports, KPI views, action trackers, ageing summaries, and priority updates to support decision-making and maintain visibility of MIS ticket/project performance.
- Coordinate with ticket/process handlers, stakeholders, and SMEs to keep actions moving, clarify ownership, resolve blockers, and escalate items requiring higher-level decision or technical approval.
Main Tasks:
MIS ticket and project coordination
- Coordinate Maintenance Improvement System (MIS) tickets, with focus on high-priority and project-level tickets.
- Ensure correct ticket priority, categorization, handler assignment, action plan, ownership, and progress status.
- Maintain visibility of ongoing/open tickets, including backlog, ageing, blockers, and items requiring escalation.
- Support the department target of keeping ongoing MIS tickets below 100 through regular monitoring, follow-up, and escalation.
DMS and AMOS documentation support
- Coordinate DMS-related follow-up as part of the Maintenance support process.
- Use DMS as the main source of technical documentation for MIS ticket handling, AMOS updates, validation, and recommendations.
- Ensure required technical documentation is available, consulted, and accurately reflected in ticket handling and maintenance support activities.
- Cross-reference ticket/project findings against AMOS data to identify required updates, inconsistencies, or data quality concerns.
- Ensure AMOS updates and maintenance data recommendations are traceable to DMS or other approved technical documentation.
Data analysis and reporting
- Extract, clean, validate, and analyse data from MIS tickets, AMOS, and related sources.
- Prepare recurring reports covering ticket status, backlog, ageing, project progress, priorities, KPI status, AMOS update needs, and recurring issue trends.
- Identify trends, blockers, recurring issues, data quality concerns, and improvement opportunities.
- Prepare clear summaries, action trackers, and recommendations to support decisions and next-step alignment.
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