Emergency Response Center

Be part of our beating heart Brussels Airport wants to be known as one of the best airports in the world, a fully connected economic hub for people and businesses, and as the beating heart of Europe, where customers, innovation, and sustainability take center stage. Do you want to help shape the airport of today and tomorrow? Then stop dreaming and jump into action within our Operations team as the Emergency Response Center (ERC) Manager To strengthen our FES (Fire & Emergency Services) department, we are looking for an Emergency Response Center (ERC) Manager. The Emergency Response Center (ERC) receives and processes all emergency calls for medical interventions, ambulances, aircraft incidents, fire detections, fires, and fire-related technical queries. It also manages applications for fire permits and sprinkler work. The ERC is a critical component of the Fire & Emergency Services (FES), operates 24/7, and is managed by ERC operators located in the Airport Operations Center (APOC). What You Will Achieve With Us
- The ERC Manager is responsible for developing, implementing, and streamlining all ERC-related processes and systems in compliance with the legislative framework, and ensures their smooth, efficient, and qualitative execution. In this role, they functionally supervise all ERC operators.
- The ERC Manager is the Single Point of Contact (SPOC) for all stakeholders and partners of the ERC (APOC, FSO, Asset Management, contractors, etc.).
- The ERC Manager is responsible for all FES digital systems and all alerting systems at the APOC (Security, Airside Inspection). Additionally, they act as Product & System Owner for all digital and IT systems within FES, overseeing adaptations and updates in collaboration with IT colleagues. In this role, they are the primary contact for all IT-related issues within FES.
- The ERC Manager is a member of the FES management team.
- Responsible for the creation, implementation, and streamlining of all ERC-related processes and systems, including the drafting and updating of Standard Operating Procedures (SOPs), the design of basic and continuous training programs for ERC operators, and monitoring the legislative framework.
- Functional supervision of all ERC operators across different shifts.
- Acting as the primary point of contact for all ERC stakeholders.
- Product and System Owner for all digital and IT systems within FES.
- Project management.
- Providing advice and participating in projects related to ERC/APOC/FES.
- Designing various projects aimed at optimizing the ERC.
- Responsible for budget management. What Sets You Apart
- Minimum bachelor's degree or equivalent experience (technical or IT studies).
- Required certificates: BA4/BA5 – can be obtained while performing the role.
- Experience in regulatory compliance.
- Standardized working methods for the various ERC operators across shifts.
- Good, fluent, efficient, and qualitative knowledge of all ERC processes.
- Strong collaboration with the APOC and other stakeholders.
- Proven experience in conducting audits.
- Experience in delivering projects within scope and budget.
- Extensive experience (5 to 10 years) in emergency response center / dispatch environments.
- Knowledge of firefighting operations is an asset.
- Language proficiency: Dutch, English, French (spoken and written). Solid IT Experience and Expertise
- Testing new releases of FrontForce in UAT using regression testing.
- Describing issues identified during testing and collaborating with FrontForce developers to resolve bugs.
- Testing FrontForce In The Field on iPads using specifically designed regression tests.
- Analyzing potential error messages and reporting them to the FrontForce team.
- Evaluating 4G/5G connectivity and identifying coverage problem areas.
- Participating in automation projects within FrontForce, including the use of an AED with automatic notification to the ERC via SMS and the creation of FrontForce incidents via XML.
- Implementing automations such as sending automatic emails upon closing specific incidents.
- Configuring a shift schedule in FrontForce during transitions from 4x6 to 4x4 and vice versa.
- Analyzing network and IT infrastructure for projects such as XVR, the SkyWalker test environment, etc.
- Maintaining various software tools such as SnapOn and Dräger, with responsibilities including workstation installation and software upgrades in coordination with suppliers.
- Managing telecommunications issues related to tablets and smartphones within FES.
- Integrating Sky-Walker (replacing Securiplex) with FrontForce via XML messages, involving analysis and field mapping, XML testing, and adjustments in collaboration with FF and Entelec.
- Setting up and maintaining the FES SharePoint Online website.
- Monitoring CMO issues and managing digital intervention plan projects in FrontForce In The Field.
- Handling IT issues for Airport Rescue, including periodic meetings with the Airport Rescue Manager and the medical coordinator.
- GDPR compliance specific to each FES application, managing activities related to personal data and specific tools such as CMO, Abiware, FrontForce, Sky-Walker (existing), Dräger, and SnapOn.
- Participating in weekly calls with the Product Manager to review all technical and content-related ICT topics and discuss progress.
- Organizing quarterly ICT Steerco meetings, where all IT-related projects on the FES roadmap are presented, priorities are set, and budgets are allocated.
- Recent implementation of Agile Working featuring weekly sprints, coaching sessions, establishing weekly ceremonies such as sprint planning, team leadership, and backlog grooming. What Makes Our Hearts Beat Faster At Brussels Airport, you work in a world of your own, full of new opportunities and exciting challenges. You will find yourself in a unique and inspiring environment that gives your talents wings. A one-of-a-kind experience An excellent work-life balance thanks to a flexible work schedule, a wide range of training courses (technical, personal, and leadership), temporary projects, and internal development opportunities. Whether you love working outdoors in the field or prefer being inspired by the energetic atmosphere of an office... you will feel right at home with us. In any case, you can count on a strong team spirit, correct working tools, and a stimulating corporate culture. What more could you ask for? Do You Feel Your Pulse Racing? Can't wait to excel within Brussels Airport Company? Quickly send your CV and cover letter via the link below. Who knows, we might welcome you very soon to our bustling airport at the heart of Europe Any further questions? Feel free to contact roseline.leuckx@brusselsairport.be