Customer Services – Digital Solutions Lead Engineer (E2E Support Modelling)

Job Description:

Within Customer Services, the Digital Solutions Lead Engineer is responsible to define the end-to-end
support model and to ensure related implementation (e.g. Skywise products support models) for new
products/services releases as Shared Services (SAFe methodology) for several trains.

Main Responsibilities:
● The jobholder will work in close coordination with the Product Owner for E2E Support modelling
● The job holder will contribute to define the E2E support strategy for a new product with the
various stakeholders involved in the product development and support.
● The job holder will define / update the E2E support model for new products or major releases with
help of the SDS Support Leader when applicable
● The job holder will coordinate all support deployment actions to ensure smooth EIS (Entry Into
Service) of the products. He/she will check the support model actions deployment and completeness. He/She will ensure DevOps support capacity is reserved and that the various support teams trained before the EIS
● The job holder will participate to all SAFe activities (PI planning, team demo...)
● The job holder will ensure that the support models are kept up-to-date after the EIS
● The job holder will contribute to communicate on Skywise E2E support definition activities to
ensure related activities are well known and recognized as essential for an efficient product deployment (ecockpit)
● In the frame of the SAFe shared services, the job holder will
○ Perform Customer Services Applications cartography within Trains
○ Define and Deploy transversal enablers for ARTs products
○ Centralize Skywise Solution Support models for S into the relevant e-Site
○ Contribute to the Digital Support continuous improvements
● The job holder will participate to various ceremonies in the frame of SAFe such as
○ PI Inspect & Adapt
○ PI preparation and planning
○ PI Solution demo
○ Bi-weekly System demo, Bi-weekly Team demo and retro
○ Weekly PO Sync & Scrum of Scrum
○ Backlog refinement/Capabilities grooming, etc.

Skills and Competencies:
• Bachelor&39;s Degree in Aeronautics or Mechanical Engineering, Information Systems, Information
Technology (IT) or Computer Science
• Project management
• SAFe or agile methodology
• Knowledge of Support Operations management
• Knowledge of Software deployment
• Service Level management and performance management
• Experience as a scrum master would be a plus
• Knowledge of Digital Solutions Products would be a plus
• Good listening and communication skills.
• Autonomy and pro-activity
• Analytical and Problem Solving skills to identify and resolve customer issues
• Excellent written and oral communications with ability to facilitate and influence

• Personal Characteristics:
• Willingness and ability to listen and learn
• Strong negotiation skill
• Strong analytical skills
• Persuasion skills
• People oriented (ability to facilitate, collaboration skills)
• Ability to embrace change and to work in a fast changing environment
• Team player in a transnational environment

Above all, the excitement, curiosity, and passion for shaping the future of the aviation ecosystem through
digital technology solutions and a customer obsessed mindset will ensure success in this role.

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.

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