IT Operations Specialist - Communication

Airbus; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Airbus India Private Limited is seeking a seasoned IT Operations & Service Management professional to manage escalations, ITSM processes and platform stability across the Airbus digital ecosystem.

You will oversee incidents, problems, changes and deployments, collaborate with product and technical teams, and ensure KPI-driven performance. Strong automation, data analytics and cloud-aware operations are expected in this role.

Qualifications

• Engineering graduate with 3-5 years of experience in software engineering applications.
• Experience on application support and maintenance, bug fixes, L2 & L3 support for software products.
• Knowledge of Tools like Jira, VersionOne and ServiceNow are needed.
• Experience in web application, API development in any language is desirable (preferred .NET, Java or Python).
• Ability to do Code Quality Checks (CQC).
• Practical experience with relational databases (e.g., SQL, MSSQL).
• Knowledge of ITIL processes (incident, problem, change) and Airbus application landscape.

Responsibilities

• Act as a point of contact for escalations around IT processes in the organisation.
• Diagnose system failures and take corrective action to ensure continuity of operations.
• Track and perform ITSM processes (incident, problem, change, configuration, event management).
• Ensure that ongoing service delivery meets agreed customer requirements.
• Conduct discovery meetings to capture complex business requirements and automation opportunities.
• Monitor and report on KPI dashboards and IT leadership reviews.
• Lead deployment planning and change management for platform releases.

Skills

IT operations

Service management

Analytical skills

Problem solving

Stakeholder collaboration

Education

Bachelor's or Master's degree in Computer Science

Tools

Jira

VersionOne

ServiceNow

Job description

Job Description

IT Corporate Affairs & Legal (DMGC) is responsible for the delivery of External websites on Airbus group communication perimeter. DGMC allows the Corporate Communication department to effectively help promote the digital transformation for the company ensuring delivery of the right message to the right audience. Major axes are: Digital Communications channels - publish and adapt content for multiple channels, analysis of channels traffic Digital Communication backbone - creation of communication content Events - organize and manage corporate and public events Branding - provide to consumers all products linked to the brand Methodology is evolving from a traditional V cycle and single agile teams to the SAFe (Scaled Agile Framework) methodology to be able to scale up to large development teams.

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? Passion for the Service management, Service maintenance, Platform Services and its operation and Performance 4 -7 years of experience in IT operations and Service management Bachelor's or Master's degree in Computer Science or related discipline preferred Qualification & Experience: Engineering graduate with 3-5 years of experience software engineering applications Experience on application support and maintenance, bug fixes, L2 & L3 support for software products. Knowledge of Tools like Jira, version one, Service Now are needed. Experience in web application, API development in any language is desirable (preferred .NET, Java or Python). Ability to do CQC (Code quality checks). Practical experience with any relational database (preferred sql, mssql etc). Knowledge of major ITSL processes (e.g. incident, problem, change management) and preferred with the Airbus application landscape. Strong Analytical skills, Complex problem solving, ability to diagnose, reproduce & address application issues. Individual & proactive way of working. Experienced in collaborating with internal and external stakeholders, adaptation and learning of the business processes speak of the customer especially around functional design applications. Good understanding of server architecture (preferred cloud) and Engineering applications. Experienced in working within a product delivery lifecycle, SAFe Agile, Scaled Agile in software development. Strong sense of curiosity about people and new technologies. Experience of working in a distributed, cross functional team is a must. Preferred skills like Change Support, Documentation Production, Eco-design of Digital Services, Export Control Basics (USA and EU), Service Delivery, Service Level Management, Solution Performance Management, User Support, User management. Science graduate with minimum 8-12 years professional experience in Command center ops. High level of energy and strong drive & ability to adjust to changing priorities and make quick decisions with limited information are essential attributes in this role. Must have in depth knowledge and understanding of command center practices and skills. Strong organizational, communication & customer service skills. Strong oral and written communication skills. Strong analytical and problem solving skills. Strong hands‑on technical experience & focus on problem solving and service restoration. Ability to effectively triage and resolve incidents, assist in change management and deployment support. Willingness to be on call, on off hours for a certain number of days every month. Knowledge and use of incident/problem management tool set such as Service Now, HP Service Center, SharePoint, Moogsoft, BMC Patrol, Solarwinds etc. Certification or strong knowledge of ITIL concepts is very advantageous.

Responsibilities

To be successful in this job, the individual must accomplish the following results: Act as a point of contact for escalations around IT processes in the organisation. Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations. Track and perform ITSM process, performance review across IT, provide status to IT leadership and recommend improvements. Performs the ITSM based support processes that include incident, problem, change, configuration, and event management. Ensure that ongoing service delivery and support meet agreed customer requirements. Conduct in-depth discovery meetings, targeted at understanding, capturing and identifying the complex business requirements and operational objectives of the customer, with recommendations on automation. Serves as liaison between product management teams and technical resources during the product development and implementation to ensure the integrity of the solution delivered. Monitors and tracks system performance against negotiated service-level agreements (SLAs). Communicates improvement, updates and obsolescence management of products to the IT Product Manager. Run Operations & Platform Stability - Communication Suite Operations: Drive end-to-end "Run" operations for the Communication Product suite, including Webfactory, Media Gallery, Airbus TV (ATV), WHIP, Social Media Platform, and Web Analytics. Availability & Stability Management: Accountable for ensuring continuous platform availability, stability, and mobile optimization across all hosted applications. Service Level Objectives (SLOs) & MTTR: Oversee the Quality Plan and SLO frameworks in agreement with business stakeholders, actively working to maintain and reduce Mean Time to Recovery (MTTR). Incident, Problem & Defect Management -Incident & Defect Management (E2E Responsible): Primary owner for handling and resolving incidents and defects across the operational landscape. Major Incident Management: Lead emergency response and transversal communication during major operational disruptions. Root Cause Analysis (RCA) & Problem Management: Perform L2/L3 component-level troubleshooting, document problem tickets, and conduct RCAs to prevent recurring issues. Deployment, Release & Change Management-Weekly Deployment Planning: Help Service delivery manager and Technical lead to organize weekly code/feature deployment schedules. Release & Access Management: Control platform releases, user permissions, and environment access. Cutover & Events Planning: Responsible for cutover execution, deployment readiness, and event support. Change Advisory Board (CAB) & Go/No-Go: Prepare and deliver presentations for CAB meetings, participating directly in Go / NO-GO release decisions. Change Management & User Readiness: Support smooth transitions and user readiness during new platform releases or upgrades. Service Governance, KPI Tracking & Reporting -KPI Dashboards & Monthly Reviews: Maintain operational KPI dashboards and lead Monthly Operational Reviews with business leadership. Service Catalog Creation: Build, maintain, and expand the Service Catalog aligned with business demands. Application Monitoring: Oversee continuous application monitoring and system health tracking. Operational Maintenance, Compliance & Cost Optimization -Certificate & Security Maintenance: Oversee SSL/TLS certificate migrations and renewals. Operational Excellence: Drive continuous improvement initiatives across operational processes. Framework & Governance Compliance (Support Role): Support compliance with LBIP+, EN.IM frameworks, export control, and security checklists. License & Cost Support: Assist with license renewals and cost-optimization efforts.

Success Metrics

Success will be measured in a variety of areas, including but not limited to Consistently ensure the on-time delivery and quality (first-time-right) of the projects Bring innovative cost effective solution for Service management Achieve the customer satisfaction Prioritize the continuous improvement initiatives and driving value out of it Ability to handle a subject from daily operation standpoint and drive it to closure Ability to challenge the needs of the clients and provide appropriate 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. 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

Job Family

Digital

Equal Opportunity & Diversity Statement

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].

Work Flexibility

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.

Company Overview

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.