IT Operation Manager for NCM Ticketing (all genders)

Prestwick Aerosystems; Blagnac; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

AIRBUS SAS in Toulouse, France is seeking an IT Operations Manager to join the IM Department and lead the New Case Management (NCM Ticketing) initiative, aiming to optimize client support and IT efficiency. You will supervise a 15-member Customer Services team, ensure 24/7 availability, implement ITIL-based processes, and coordinate with vendors to maintain high system reliability and performance.

This role offers exposure to cloud platforms (AWS), SAP, and COTS applications while advancing

Qualifications

• 10+ years of professional IT operations or service delivery experience.
• Deep ITIL expertise and SLA/OLA performance monitoring (24/7).
• Experience with Cloud platforms (AWS) and SAP.
• Experience in infrastructure monitoring and disaster recovery testing.
• Fluent in English and French.

Responsabilités

• Ensure continuous availability and maintenance of the NCM COTS solution against SLAs, including 24/7 support readiness.
• Manage ITIL-based incident, problem, change, configuration, and event processes end-to-end.
• Diagnose system failures and coordinate with technical teams and vendors for fixes.
• Oversee backup processing and lead disaster recovery testing across environments.
• Monitor performance against SLAs and drive improvements with the IT Product Manager.

Connaissances

ITIL processes

SLA/OLA monitoring

Cloud platforms (AWS)

SAP systems

COTS applications

Infrastructure monitoring

Disaster Recovery testing

English (fluent)

French (fluent)

Outils

LAN/DMZ architectures

Description du poste

Job Description

Airbus Commercial Aircraft is looking for an IT Operations Manager (all genders) to join our IM Department based in Toulouse, France. You will be part of a 15-member team within the Customer Services department. As part of the Customer Service 2030 vision, you will be involved in the New Case Management project (NCM Ticketing) aiming at optimizing client support processes, reducing case inflow, and ensuring IT operational efficiency.

Working environment

Your working environment: Global capital of aeronautics and European capital for space research, Toulouse is a dynamic city in the southwest of France served by an international airport. Ideally located between the Mediterranean sea and the Atlantic ocean and close to the Pyrenees mountains, it offers plenty of options for outdoor activities!

How we care for you

Financial rewards: Attractive salary, agreements on success and profit sharing schemes, employee savings plan abounded by Airbus and employee stock purchase plan on a voluntary basis.

Work / Life Balance: Extra days-off for special occasions, holiday transfer option, a Staff council offering many social, cultural and sport activities and other services.

Wellbeing / Health: Complementary health insurance coverage (disability, invalidity, death). Depending on the site: health services center, concierge services, gym, carpooling application.

Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, expert career path, accelerated development programmes, national and international mobility.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Your challenges

• Ensure continuous availability, maintenance, and industrialization of the NCM COTS solution against OLA/SLAs (including 24/7 support readiness)
• Execute full-cycle ITIL-based support processes including incident, problem, change, configuration, and event management
• Diagnose system failures, manage console message analysis, and drive corrective actions and escalations with technical teams and software vendors
• Supervise system backup processing and lead disaster recovery test plans across environments
• Monitor system performance metrics against SLAs and recommend continuous improvements, updates, and obsolescence management plans to the IT Product Manager

Your boarding pass

• 10+ years of minimum professional experience in IT operations management, digital product/project management, or service delivery
• Deep expertise in ITIL support processes framework and SLA/OLA performance monitoring (24/7 support awareness)
• Technical capability in operating COTS applications, Cloud platforms (AWS), SAP, or LAN/DMZ architectures
• Demonstrated experience in infrastructure monitoring, backup management, and Disaster Recovery testing execution
• Fluent in English and French (written and spoken).

Not a 100% match? No worries! Airbus supports your personal growth with customized development 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.

Company

Company: AIRBUS SAS Employment Type: Permanent ------- Classe Emploi (France): Classe G13 Experience Level: Professional Job Family: Digital

Personal Data and Consent

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Equal Opportunities

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

About Airbus

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

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