IT Operation Specialist (m/f) – CRM domain
Si cree que es el candidato ideal para la siguiente oportunidad, envíe su solicitud después de leer la descripción completa.
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.
Core Responsibilities
Run & Support Steering (Incident & Problem Management)
Manage daily “Run” operations: supervision of incidents, steering of technical support (Level 2/3) and coordination of resolutions.
Act as the primary point of contact for managed service providers: steering operations, validating changes (Change Management), and monitoring interventions.
Guarantee compliance with Service Level Agreements (SLAs) regarding business stakeholders.
Technical Management & Maintenance in Operational Condition (MCO).
Lifecycle Management: manage the technical lifecycle of our products, monitor obsolescence (OS, middleware, databases) and plan version upgrades (e.G., Liferay upgrades, OpenShift patching).
Platform Stability: ensure robustness of hosting environments (on‑premise & cloud) to support high‑traffic events on customer portals.
Processes, quality & continuous improvement: audit current support workflows, identify bottlenecks in the Web/CRM interface and propose continuous improvement plans.
Performance Monitoring: implement and monitor strict performance KPIs – MTTR, incident volume, platform availability – to provide visibility to headquarters.
Reporting: lead follow‑up committees and produce consolidated activity reports for management.
Knowledge Management: maintain accurate product repositories (CMDB) and service contracts.
Cost Management: monitor and optimise infrastructure costs (on‑premise & private cloud) by rightsizing resources and implementing lifecycle policies for non‑production environments.
License Optimization: track utilisation rates of high‑value software assets (Salesforce, Liferay, Splunk/Dynatrace) and propose license pool adjustments before renewal cycles.
Budget Efficiency: challenge managed service providers on consumption models and identify “zombie” resources to reduce total cost of ownership.
Tech Watch & Innovation: explore & deploy AI‑driven capabilities within our monitoring stack (e.G., ServiceNow Predictive Intelligence or Dynatrace Davis) to anticipate incidents before they impact users.
Smart Automation: identify repetitive L1/L2 tasks and automate them using scripting (Ansible/Python) or GenAI assistants to reduce MTTR.
Market Intelligence: keep an eye on composable DXP (Digital Experience Platform) trends and new Salesforce ops features to advise the roadmap.
Competences, Methods & Tools
ITSM / Ticketing: expertise in ServiceNow (incident management, change management, CMDB).
Systems & Infrastructure: administration of Windows & Linux servers, understanding of virtualised environments, knowledge of containerisation solutions (OpenShift, Kubernetes, Docker).
Databases: routine operations & optimisation (SQL Server or equivalent).
Network & Security: infrastructure concepts (Active Directory, load‑balancing F5, firewall rule management) and identity & access management (OAuth, SAML, Kerberos).
DevSecOps: expertise in DevOps architecture and solutions (GitLab, Ansible).
Cloud platforms: experience in cloud‑based IAAS/PAAS platforms (AWS, GCP, Azure).
Collaborative Tools: mastery of Atlassian suite (JIRA, Confluence) for project management and documentation.
Skills
Experience: significant (3‑5 years minimum) in a similar position (Ops, Production Engineer, Technical Service Delivery Manager) on both on‑premise and SaaS.
Analytical mindset: can diagnose complex situations quickly and prioritise emergencies.
Communication: comfortable interacting with infrastructure technicians, development teams, business stakeholders and external providers;
advanced level of English.
Rigor & method: organised, detail‑oriented, strong culture of documentation and process (ITIL certification is a plus).
Remote autonomy: key member based in Spain working with headquarters in France, demonstrates high level of autonomy, proactive communication and ability to build trust remotely.
Benefits
Vacation days plus additional days‑off (≈ 35 days per year in total).
Attractive salary.
Hybrid work model: flexible working arrangements to promote innovation.
Collective transport service subject to working calendar/home location.
Benefits such as life insurance, health insurance, employee stock options, retirement plan and study grants.
On‑site facilities: free canteen, kindergarten and medical office.
Opportunities for social & corporate social responsibility initiatives.
Excellent upskilling opportunities and development prospects in a multicultural environment.
Option to access special rates in products & benefits.
Employment Details
Company: Airbus Helicopters España, SA
Employment Type: Permanent
Experience Level: Professional
Job Family: Digital
Location: Albacete, Spain
Equal Opportunities Statement
Airbus Helicopters 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
Data Privacy & Consent
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes related to your application or future employment. xhfqzwm This information will only be used by Airbus.
#J-18808-Ljbffr