Job Description:
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An opportunity for an IT Operation Specialist (m/f) for CRM domain has arisen within Airbus Helicopters (Albacete)
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WHY JOIN US?
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LIFE IN ALBACETE: QUALITY & CONVENIENCE - Forget long commutes. Albacete offers you the great advantage of a \"15-minute city\": safe, accessible, comfortable and perfectly connected. Enjoy a premium standard of living at a competitive cost, ensuring you have the perfect balance between your career and your personal life.
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AIRBUS HELICOPTERS* : GROW WITH US - We offer more than a job;
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we offer a community. Immerse yourself in a young, collaborative environment that feels like family. As a strategic Center of Excellence, we are a global leader in helicopter production, offering you endless potential to grow alongside our major projects.
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THE PROJECT: SHAPING THE FUTURE - Welcome to the Digital Campus, a pioneering ecosystem dedicated to industrial digitalization and innovation. This is more than just a workplace;
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it is a technological hub where we define the future of flight.
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Bring your ideas to a dynamic, modern ecosystem and help us build the next generation of aerospace solutions.
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The selected candidate will join the AH Information Management Directorate, to manage, drive and monitor the delivery of Digital projects, related to Airbus Helicopters Customer Relationship Management domain.
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Activities around Customer Relationship Management are today mainly driven by Marketing, Sales and Support departments. These business domains are composed of various teams that interact directly or indirectly with our customers and use various solutions that help building up customer relationships.
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In a context of high service usage, you will be accountable for the stability, performance, and operability of our solutions. You will play a pivotal role between our internal teams, our managed service providers (MSPs), and our users to ensure service excellence.
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The CRM solutions portfolio consists in:
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Our Salesforce platform, which includes: Sales Cloud, Marketing Cloud, Service Cloud and other tiers applications (PROS CPQ, Qualtrics...)
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Our customer portal AirbusWorld: powered by Liferay portal solution, that exposes a set of services developed with the last industry standards
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Our technical requests applications: a set of web and mobile based services developed specifically to answer to both Customers expectation and Security standards a wide range of custom web-based applications that support various domains from marketing to support
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RESPONSIBILITIES
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As an operational reference, your responsibilities are structured around six major pillars:
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- Run & Support Steering (Incident & Problem Management)
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Manage the daily \"Run\" operations : supervision of incidents, steering of technical support (Level 2/3), and coordination of resolutions.
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Act as the primary point of contact for our managed service providers : steering operations, validating changes (Change Management), and monitoring interventions.
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Guarantee compliance with Service Level Agreements (SLAs) regarding business stakeholders.
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- Technical Management & Maintenance in Operational Condition (MCO)
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Lifecycle Management : Manage the technical lifecycle of our products, monitoring obsolescence (OS, Middleware, Databases) and planning version upgrades (e.G., Liferay upgrades, OpenShift patching).
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Platform Stability : Ensure the robustness of the hosting environments (On-premise & Cloud) to support high-traffic events on customer portals.
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- Processes, Quality & Continuous Improvement
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Process Ownership : Audit current support workflows, identify bottlenecks in the Web/CRM interface, and propose continuous improvement plans.
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Performance Monitoring : Implement and monitor strict Performance KPIs: MTTR (Mean Time To Recovery), incident volume, and platform availability to provide visibility to the HQ.
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Reporting : Lead follow-up committees and produce consolidated activity reporting for management.
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- Knowledge Management
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Documentation : Ensure constant updating of technical and architecture documentation (Hld/Lld).
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Knowledge Base : Maintain the Knowledge Base to facilitate autonomy for L1/L2 support and reduce dependency on L3 experts.
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Asset Accuracy : Keep product repositories (CMDB) and service contracts strictly up to date.
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- Cost Management
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Cloud &