IT Operation Manager for NCM Ticketing (all genders)

Airbus Aircraft; Toulouse; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Airbus SAS in Toulouse, France seeks an IT Operations Manager to lead a 15-member IM Department team within Customer Services. You will drive the NCM Ticketing project to optimize client support, ensure IT operational efficiency, and align with the 2030 vision.

Strong ITIL, 24/7 support readiness, and cross-functional collaboration are essential. The role requires 10+ years in IT operations, fluency in English and French, and expertise in cloud and SAP environments.

Qualifications

• 10+ years of minimum professional experience in IT operations 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).

Responsabilités

• 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.

Connaissances

ITIL processes

SLA/OLA monitoring

Cloud AWS

SAP

LAN/DMZ

Infrastructure monitoring

Disaster Recovery

English

French

Outils

COTS applications

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.

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.

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

AIRBUS SAS

Employment Type

Permanent

Classe Emploi (France)

Classe G13

Experience Level

Professional

Job Family

Digital

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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].

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.