Job Description:

Description

You will join the Airbus organization as ITOps in charge of Quality Standards. The mission of the Quality PSL is to deliver innovative IT solutions that support digital transformation and efficient operations for customer services. Quality PSL manages several Applications in Project and RunMode for Aircraft production.

The PSL has 5 Products and supported by L2 and L3 level in RunMode

The objective of the activities is to secure the Business Continuity as L3 expert focused on the Quality standards Product.

The L3 is dedicated to providing their expertise on the current RunMode applications and the new applications coming into scope.

The candidate will work in an international, distributed and multi-functional team; using an agile mind-set.

Context & Role

Your main mission will be to support E2E Applications by understanding the business process involved in multiple products/ applications in Quality Product Service Line. In this role, you should be able to prove the value of new technologies to establish a valid business case.

Updates the company guidelines and policies regarding the use of a specific technology or methodology.

Drives the update of the learning framework based on the known technology.

Advises on specific topics related to the technology and/or methodology.

Monitors technology and/or methodology trends and supports the teams to apply these within the Airbus Environment.

Guides and supports the selection of the appropriate technologies and/or methodologies.

Monitors technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprise’s competitive edge.

Able to make recommendations for buy versus build decisions. 

You will have a strong collaboration with the Support Team (L2/L3), the MIS provider and the product team members. H24 Europe and India. As the customer base is worldwide with Airbus Teams located in the respective countries, you may have to travel as and when the business case arises.

You will need to :

● Understand  the Workflow of the process which is implemented in various domains. 

● Act as an SME(Subject Matter Expert) to advise businesses regarding the use of Digital tools.

●Product documentation associated to those activities (Functional specifications,User Guides,Admin Guide, Test Reports) 

● You will coordinate IT operation specialists & being accountable for incident solving and follow up. 

● Ensure constant & efficient communication with business team & supplier 

● Manage problem resolution and be able to manage crisis 

● Be accountable for KPI construction, monitoring & alerting and  application availability 

● Propose improvement axes, define operational governance, define support SLAs

●Executes ITIL-aligned support processes, specializing in end-to-end Incident, Problem, Change, and Configuration management, while actively monitoring and resolving critical events, alerts, and Major Incidents (MI).

●Handling Change Management and request management.

● Continuous improvement including backlog enrichment

● Assets and Configuration Management 

● Ensures the provisioning of new software packages and upgrades.

Qualification & Experience

● Academic degree in Computer Science or Information Systems. 

● Experience in 

○ 6 to 8 Years experience as IT Consultant 

○ Self-learner - IT Operations Specialist is expected to learn Business process and implement at various customer locations as required

○ Knowledge in the Aviation Domain 

● Primary Skills 

○ In-depth knowledge of IT and computer science principles 

○ Advanced Excel capabilities 

○ Analytical and critical thinking 

○ Strong written and verbal communication skills 

● Secondary Skills 

○ Knowledge on either of the tools ServiceNow, VersionOne or JIRA, Monitoring Tools. 

○ Knowledge of KANBAN, Agile and Waterfall methodologies.

● SOFT SKILL: 

○ Strong documentation skills. 

○ Strong English communication (Written & Verbal) and presentation skills 

○ Ability to absorb and retain information quickly. 

○ Ability to present ideas in user-friendly language with Global teams 

○ Excellent stakeholder management 

○ Good in dealing with cross cultural business stakeholder (Across the world) 

● Technical skills, she/he should have knowledge in:

• Minimum 4 to 6 years of experience in SAP UI5 application development following standard design guidelines.

• Minimum 2 to 4 years of functional and technical skills in HCM & QM SAP Module within an industrial context.

• SAP ABAP with minimum 5 to 6 years of experience

• S/4HANA with CDS and RAP Model

• SAP Webdynpro with 2 years of experience

• Web Services (concept only)

• Security (basics)

• Network (basics)

• Certified in ITIL or ITSM.

Responsibilities

The main activities to be delivered are: 

• Handle the application deployment and Entry into Service and post production Runmode.

• Monitor the SLO metrics and propose improvement plans. 

• Handle all issues and alert resolution. 

• Ensure the application and infrastructure MCO and MCS. 

• Set-up and improve the support model (L1/2/3) 

• Communicate with and manage suppliers for operation activities.

• Respond to and resolve system failures and performance issues. 

• Appropriately communicate project status, escalate issues, and manage timelines and action items. 

• Support clients on standards and prepare them for using their solution by setting training programs and redefining new roles and responsibilities. 

• Analyze customers' business requirements and tailor the use of the system to meet those objectives. 

• Actively drive issue resolution and closely monitor its progress. 

• Prepare design documents and other technical documentation to support the business application. 

• Communicate with external vendors and conduct joint solution review.

• Manage the accounts (e.g. password renewal) on time with minimal impact on running instances.

• Manage the team to be able to manage all ITOps activities.

• Everyone in the ITOps team shall be able to run any procedure,

• Be proactive in the management of environments (ensure monitoring/alerts - errors, statuses, memory /CPU consumption) and recovery/corrective actions as needed. Again with minimal impact on running instances so that our Platinum SLAs is respected as much as possible,

• Perform RCAs on all major issues (major being whenever the product has been partially or totally blocked or unusable).

• Ensure follow-up of all ITOps actions after those RCAs until completion,

• Ensure all ITOps-related documentation is up-to-date.

• In service, PROD and Pre-prod have top priority

• Ensure efficient communication within the System team and as well with the project team.

• Ensure that all ITOps activities on environments are fully traced (in respective tools) and communicated in corresponding forums

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

• Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations, escalating to other technical teams and vendors as needed. 

• Supervises system backup processing, and leads disaster recovery tests Identifies and implements technologies and processes that improve the reliability, efficiency and availability of the systems environment. 

The applications are deployed on SAP platform and must support 24/7 access. 

The candidate must: - be allowed to manipulate export controlled dual use data. - be able to communicate in English.

 It would be nice if the applicant has 6  years of experience in IT plus  2 years of experience in the same job position (IT operations).

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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