Job Description:

Description:

IT Corporate Affairs & Legal  (DMGC) is responsible for the delivery of External websites on Airbus group communication perimeter.

DGMC allows the Corporate Communication department to effectively help promote the digital transformation for the company ensuring delivery of the right message to the right audience. Major axes are:

• Digital Communications channels - publish and adapt content for multiple channels, analysis of channels traffic

• Digital Communication backbone - creation of communication content

• Events - organize and manage corporate and public events

• Branding - provide to consumers all products linked to the brand

Methodology is evolving from a traditional V cycle and single agile teams to the SAFe (Scaled Agile Framework) methodology to be able to scale up to large development teams.

Qualification & Experience:

We seek out curious minds. We value attention to detail, and we care deeply about outcomes. We’re looking above all for passionate people, eager to learn, willing to share, establishing innovative ways of working and influencing culture change.  

Are you ready to share this exciting challenge with us?   

• Passion for the Service management, Service maintenance, Platform Services and its operation and Performance

• 4 -7 years of experience in IT operations and Service management

• Bachelor's or Master's degree in Computer Science or related discipline preferred

Qualification & Experience:

• Engineering graduate with 3-5 years of experience software engineering applications 

• Experience on application support and maintenance, bug fixes, L2 & L3 support for software products. Knowledge of Tools like Jira, version one, Service Now are needed.

• Experience in web application, API development in any language is desirable (preferred .NET, Java or Python). Ability to do CQC (Code  quality checks). Practical experience with any relational database (preferred sql, mssql etc).

• Knowledge of major ITSL processes (e.g. incident, problem, change management) and preferred with the Airbus application landscape.

• Strong Analytical skills, Complex problem solving, ability to diagnose, reproduce & address application issues.

• Individual & proactive way of working. Experienced in collaborating with internal and external stakeholders, adaptation and learning of the business processes speak of the customer especially around functional design applications.

• Good understanding of server architecture (preferred cloud) and Engineering applications.

• Experienced in working within a product delivery lifecycle, SAFe Agile, Scaled Agile in software development. Strong sense of curiosity about people and new technologies.

• Experience of  working in a distributed, cross functional team is a must.

• Preferred skills like Change Support, Documentation Production, Eco-design of Digital Services, Export Control Basics (USA and EU), Service Delivery, Service Level Management, Solution Performance Management, User Support, User  management.

• Science graduate with minimum 8-12 years professional experience in Command center ops.

• High level of energy and strong drive & ability to adjust to changing priorities and make quick decisions with limited information are essential attributes in this role.

• Must have in depth knowledge and understanding of command center practices and skills.

• Strong organizational, communication & customer service skills.

• Strong oral and written communication skills.

• Strong analytical and problem solving skills.

• Strong hands-on technical experience & focus on problem solving and service restoration.

• Ability to effectively triage and resolve incidents, assist in change management and deployment support. 

• Willingness to be on call, on off hours for a certain number of days every month.

• Knowledge and use of incident/problem management tool set such as Service Now, HP Service Center, SharePoint, Moogsoft, BMC Patrol, Solarwinds etc. 

• Certification or strong knowledge of ITIL concepts is very advantageous. 

Responsibilities:

To be successful in this job, the individual must accomplish the following results:

• Act as a point of contact for escalations around IT processes in the organisation. Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations.

• Track and perform ITSM process, performance review across IT, provide status to IT leadership and recommend improvements. Performs the ITSM based support processes that include incident, problem, change, configuration, and event management.

• Ensure that ongoing service delivery and support meet agreed customer requirements.

• Conduct in-depth discovery meetings, targeted at understanding, capturing and identifying the complex business requirements and operational objectives of the customer, with recommendations on automation.

• Serves as liaison between product management teams and technical resources during the product development and implementation to ensure the integrity of the solution delivered.

• Monitors and tracks system performance against negotiated service-level agreements (SLAs). 

• Communicates improvement, updates and obsolescence management of products to the IT Product Manager.

• Run Operations & Platform Stability - Communication Suite Operations: Drive end-to-end "Run" operations for the Communication Product suite, including Webfactory, Media Gallery, Airbus TV (ATV), WHIP, Social Media Platform, and Web Analytics.

• Availability & Stability Management: Accountable for ensuring continuous platform availability, stability, and mobile optimization across all hosted applications.

• Service Level Objectives (SLOs) & MTTR: Oversee the Quality Plan and SLO frameworks in agreement with business stakeholders, actively working to maintain and reduce Mean Time to Recovery (MTTR).

• Incident, Problem & Defect Management -Incident & Defect Management (E2E Responsible): Primary owner for handling and resolving incidents and defects across the operational landscape.

• Major Incident Management: Lead emergency response and transversal communication during major operational disruptions.

• Root Cause Analysis (RCA) & Problem Management: Perform L2/L3 component-level troubleshooting, document problem tickets, and conduct RCAs to prevent recurring issues.

• Deployment, Release & Change Management-Weekly Deployment Planning: Help Service delivery manager and Technical lead to organize weekly code/feature deployment schedules.

• Release & Access Management: Control platform releases, user permissions, and environment access.

• Cutover & Events Planning: Responsible for cutover execution, deployment readiness, and event support.

• Change Advisory Board (CAB) & Go/No-Go: Prepare and deliver presentations for CAB meetings, participating directly in Go / NO-GO release decisions.

• Change Management & User Readiness: Support smooth transitions and user readiness during new platform releases or upgrades.

• Service Governance, KPI Tracking & Reporting -KPI Dashboards & Monthly Reviews: Maintain operational KPI dashboards and lead Monthly Operational Reviews with business leadership.

• Service Catalog Creation: Build, maintain, and expand the Service Catalog aligned with business demands.

• Application Monitoring: Oversee continuous application monitoring and system health tracking.

• Operational Maintenance, Compliance & Cost Optimization -Certificate & Security Maintenance: Oversee SSL/TLS certificate migrations and renewals.

• Operational Excellence: Drive continuous improvement initiatives across operational processes.

• Framework & Governance Compliance (Support Role): Support compliance with LBIP+, EN.IM frameworks, export control, and security checklists.

• License & Cost Support: Assist with license renewals and cost-optimization efforts.

This job requires the constant awareness of the compliance risks we face in day-to-day responsibilities. Continuous commitment to act with integrity with each other, with your communities, business partners and suppliers is the foundation of your success and sustainable growth.

The commitment to integrity is supported by your adherence to all internal policies and procedures that govern business activities. Compliance with these policies will also protect Airbus reputation and brand, some of our most strategic and important assets.

Success Metrics

Success will be measured in a variety of areas, including but not limited to

• Consistently ensure the on-time delivery and quality (first-time-right) of the projects

• Bring innovative cost effective solution for Service management

• Achieve the customer satisfaction

• Prioritize the continuous improvement initiatives and driving value out of it

• Ability to handle a subject from daily operation standpoint and drive it to closure 

• Ability to challenge the needs of the clients and provide appropriate solutions

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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