Change Supervisor

1 month ago


Bengaluru, India airbus Full time
Job Description:

   Job Description Date: 19-Mar-2024

Role : ITSM-support for Hosting Services (Change Supervisor for Day2day Change management)

Number of positions : 1

Description:

Hosting Services is structured in Products & Services, delivering in 24x7 operations, including monitoring & back-up. Our operations are based on ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfilment, Knowledge Management.

Product & Service evolution is done applying agile methodologies. One of our main objectives is to increase automation and self-service of Hosting processes in order to enhance autonomy, simplify processes and increase the speed of delivery.

Our customers are IM Product & application owners as well as the entire Airbus Business. We trustfully work together with our partners from Network, IAM, ITSM, E2E Monitoring, CoC Tech, Services Integration, Security and Procurement.


 

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?   

  • Bachelor/ Master Degree in Computer Science, Computer Engineering, Information Technology, or relevant field with 3 of years of experience the domain

PRIMARY Skills- Primary skills, experience required for this role

  • Proven experience of designing, building, deploying or operating/ administrating infrastructure environments

  • Experience of distributed  architectures, incl. network, private and public cloud, as well as different database designs

  • ITIL knowledge  (v3 & v4)

  • ServiceNow skills (modules: CMDB & Reporting, Change & Request Mgt, Incident/ Problem & Knowledge Mgt)

  • Main activities and responsibilities (see below further information): 

    • Change management 

    • incident (INC, Knowledge (KM) and problem (PBI) management

    • CMDB management

    • Automation support

GOOD TO HAVE - Any additional expertise or knowledge of additional tools/software but not mandatory

  • Proven track record as service- or project-manager acting across a heterogeneous infrastructure landscape 

  • Working experience in Agile Scrum and/or Kanban projects

  • Advanced level of English



 

Responsibilities for Day2day Change management  

Check and improve the documentation quality of DI change requests, including a check on protected periods and Infrastructure Frozen Zone ruling & timeframes (perform a pre-check by getting in contact with Change Requestor before the Change Requestor present their changes to the DI-SIR Hosting board (= Change Advisory Board/ CAB)).

Prepare & moderate two CABs (Change Advisory Boards) with reliable data input (proper DI change request reporting), and assess the action plan presented by the Change Requestors in order to propose a risk mitigated action plan to the Airbus DI-Change-Manager (who is the Chairman of the DI-SIR Hosting board) and who will take the final decision to accept or reject changes: 

  • DI-SIR Hosting board/ CAB

  • IM-CAB

Perform Emergency CABs and CAB follow-up meetings (after DI-SIR Hosting, if there are remaining open questions) with DI Change Responsible actors and nominated Focal-Points from IM domains (DC, DM, DO, DP, DS). The Airbus DI-Change-Manager is responsible for final decision

Establish and perform KPI reporting on monthly basis and present them to the Airbus DI-Change-Manager

Assure sustainable quality of changes by ensuring a regular closure follow-up of all DI- changes and launch following actions in case of deployment failures together with the responsible DI-Change-Requestors:

Root Cause Analysis (RCA) & lessons learnt (to be supported by an 8D-Quality-Analysis) 

Risk mitigation action plan (to be applied precisely for similar change deployments in future)

        6. Contribute to Change Management process and tool improvement initiatives:

Process Definition phase: 

Attend process re-engineering, Proof of Concept and User Acceptance workshops, 

Create and improve knowledge documentation, e.g. related to the Change process and Hosting’s Technical Change catalogue running on ServiceNow tool/ portal

Process Run phase

Push application of new/ updated documentation to the DI-Change- Requestors

Perform refresher trainings to the DI-Change-Requestors (online training to explain the documents and SNOW tool usage)

General behavior and attitude 

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

  • Ensure the on-time delivery and quality of change reports

  • Propose next step improvements in order to mitigate the risk at change action implementation 

  • Achieve the customer satisfaction while moderation change boards

  • Ability to understand a subject from change requesters during change boards, in order to assess and improve the change content

  • Ability to challenge the needs of change requesters and provide appropriate improvement steps

The role will have the following key outputs:

  • Strong link with the Airbus Commercial/DI departments

  • Proactive in providing guidance & inputs for the roadmap

  • Business advocacy measures

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.

Company:

Airbus India Private Limited

Employment Type:

Permanent

-------

Experience Level:

Professional

Job Family:

Digital


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