Flight Operations Controller

About the job Flight Operations Controller

Responsible for supporting the day-to-day operation of the Integrated Operations Control Center (IOCC) by continuously monitoring flight operations, maintaining accurate operational information, identifying potential disruptions and connection risks, and providing timely updates to support operational decision-making. The role ensures effective flight tracking, delay management, passenger connection monitoring, operational follow-up, and administrative support, contributing to safe, efficient, and on-time operations while minimizing customer impact.

Flight Tracking & Operational Monitoring

• Perform continuous flight watch of all assigned company flights and monitor their progress throughout the operational cycle.
• Identify deviations from the planned operation, including significant departure or arrival delays, diversions, Air Turn Backs, Ground Returns, cancellations, or other irregular operational events.
• Monitor relevant operational restrictions that may affect the flight schedule, including airport restrictions, curfews, Air Traffic Control (ATC) constraints, and adverse weather conditions.
• Maintain communication with flight crews during the operation through ACARS, VHF, or other available communication means, as required, to exchange and obtain relevant operational information and support the continuous monitoring of the flight.
• Ensure that relevant operational changes are accurately reflected in the applicable systems and communicated to the IOCC Duty Manager.
• Maintain appropriate follow-up of identified operational events until resolution or handover to the following shift

• Delay Management
  • Record and update flight delays, delay codes and associated delay minutes in accordance with company procedures.
  • Follow up with stations and responsible departments to determine and validate the causes of delays.
  • Ensure delay information is accurately documented and updated within the required timeframe.
  • Identify reactionary delays and potential downstream impact on subsequent aircraft rotations.
  • Maintain traceability of ETD changes and relevant operational updates throughout the disruption.
  • Escalate significant delays or discrepancies to the IOCC Duty Manager for review and further action.

Operational Execution

• Continuously monitor the daily flight operation from pre-departure through arrival, ensuring accurate and timely tracking of flight status, aircraft movements, schedules, and operational changes.
• Monitor and maintain accurate operational times, including STD, ETD, ATD, STA, ETA, and ATA, ensuring consistency across the applicable operational systems.
• Monitor relevant variations in flight times and fuel status throughout the operation, promptly communicating any significant deviation or potential operational impact to Flight Dispatch and/or the IOCC Duty Manager.
• Ensure that any change or adjustment affecting the flight dispatch is appropriately coordinated with the Flight Dispatcher and the corresponding flight crew prior to implementation.
• Update flight delays and revised departure/arrival estimates in accordance with established IOCC procedures and information provided by the operational areas responsible.
• Monitor aircraft rotations and identify potential operational impacts resulting from late arrivals, short turnaround times, schedule changes, or other operational constraints.
• Maintain continuous awareness of relevant changes in weather conditions, NOTAMs, ATC restrictions, airport conditions, runway or terminal limitations, curfews, and any other operational circumstances that may affect the safe and efficient development of the flight or overall operation.
• Assess the potential operational impact of identified weather, NOTAM, ATC, airport, or other operational changes and promptly communicate relevant information to the IOCC Duty Manager and applicable operational areas.
• Maintain constant awareness of the status of the operation and promptly escalate any significant deviation, potential disruption, or operational risk to the IOCC Duty Manager.
• Follow up with stations and relevant operational departments to obtain timely updates on delayed or disrupted flights.
• Support the execution and follow-up of operational plans established by the IOCC Duty Manager.

Passenger Connections & Customer Impact

• Monitor connecting passengers and identifying connections that may be at risk because of flight delays or operational changes.
• Determine the number of connecting passengers potentially affected and monitor the available connection time.
• Identify critical passenger connections and promptly communicate potential risks to the IOCC Duty Manager and relevant departments.
• Support the follow-up of operational decisions regarding passenger connections, including authorized flight holds or other mitigation actions.
• Monitor the operational impact of connection-related decisions on subsequent flights and aircraft rotations.
• Support the IOCC in minimizing customer disruption by ensuring that relevant passenger-impact information is identified and communicated in a timely manner.

Operational Information & Communication

• Maintain regular communication with Stations, Ground Operations, Dispatch, Crew Control, Maintenance Control and other relevant operational stakeholders to obtain and validate operational updates.
• Ensure operational information within IOCC systems remains accurate, consistent and current.
• Identify discrepancies between operational systems and coordinate the necessary follow-up for correction.
• Provide timely and accurate operational information to the IOCC Duty Manager to support decision-making.
• Participate in shift briefings and handovers, ensuring that pending operational issues and required follow-ups are clearly communicated to the incoming team.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Higher National Diploma, technical degree or university studies in Aviation Management, Industrial Engineering, Business Administration or a related field.
• Flight Dispatcher training or license is preferred but not required.
• Previous experience in airline operations, airport operations, flight dispatch, OCC/IOCC, Ground Operations or a related operational environment is preferred.
• Knowledge of airline operational processes and flight monitoring principles.
• Understanding of flight schedule terminology, including STD, STA, ETD, ETA, ATD and ATA.
• Basic knowledge of delay codes, On-Time Performance (OTP), aircraft rotations and irregular operations (IRROPS).
• Understanding of passenger connection processes and the operational impact of missed or critical connections.
• Ability to monitor multiple flights and operational events simultaneously.
• Demonstrated ability to identify potential operational risks and escalate them appropriately.
• Strong analytical, organizational and problem-solving skills.
• Strong attention to detail and ability to maintain accurate operational records.
• Ability to work effectively and maintain situational awareness under pressure.
• Strong interpersonal and communication skills.
• Good written and spoken English and Spanish.
• Good computer literacy, including Microsoft Office applications.
• Experience with airline operational control, flight tracking or flight information systems is preferred.
• Ability and willingness to work rotating shifts in a 24/7 operational environment.