Technical IT Operations Lead
1 month ago
A position of IT Operations Specialist for Technical Data has been opened within Airbus India for Information Management (IM) for Airbus Programmes, Customer Engagement & Services. Our mission is to deliver and contribute to innovative IT solutions that support digital transformation and efficient operations in front of our Airlines customers. You will join the Technical Data Authoring & Production product in charge of the applications portfolio allowing Airbus and Airlines to author, publish and consult the right Maintenance Information for the right Aircraft depending systems and parts installed on each aircraft. As the leader of the team in charge of operational activities, you will ensure the set of applications under your responsibility remains up and running and manage all incidents raised by end users, coordinating with other IT operations specialists and architects to investigate, follow-up and deploy fixes. You will also report to local technical team leaders and product owners, and support operational activities to secure Technical Data production in time and Incident management at the level expected (SLA: 99.5%, Mean Time To Resolve incident < 4.3 days, ...).
Responsibilities:
- Coordinate with stakeholders to investigate, follow-up and deploy fixes in case of incidents.
- Report to local technical team leaders and product owners.
- Support operational activities to secure Technical Data production in time and Incident management.
- Perform ITIL based support processes, including incident, problem, change, configuration, and event management.
- Analyze console messages, diagnose system failures and take corrective action to ensure continuity of operations.
- Reschedule jobs in Control-M if needed, manage Data change requests, and execute tools to maintain the system up-to-date and running on performance and quality.
- Check, manage and proactively report on daily basis incidents raising on the application landscape, in relation with L2 support or L3 development team.
- Follow Data Request process related to incidents scope.
- Communicate Downtimes status to business and stakeholders.
- Support projects deployment, including non-regression testing, operational documentation, setup of monitoring, and Knowledge base update.
Success Metrics:
- Consistently ensure the respect application SLA (99.5%) and Mean Time To Resolve incident (< 4.3 days, ...).
- Ensure the right level of alerting in case of operational issue with application owners, business partners, technical leader.
- Achieve customer satisfaction.
- Ability to understand the business potential of applications and provide insight to internal clients.
- Be engaged inside PSL techdata success, collaborative and innovative.
Key Outputs:
- Ensure that Operational documentation are well updated (Knowledge management).
- Ensure that all operational reporting (Kpi on incidents ...) is update and well communicated.
- Ensure that communication is done regarding ongoing operational issues.
- Strong link with the Airbus IM organization.
- As a self-organized team, strong collaboration with the Airbus Configuration team based in Toulouse.
- Proactive in providing guidance & inputs for the operational roadmap.
Airbus India Private Limited
Employment Type: Permanent
Experience Level: Professional
Job Family: Digital
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