Job Description:
Job Description Date: 19-Mar-2024
Role : ITSM-support for Hosting Services (Change Supervisor for Day2day Change management)
Number of positions : 1
Description:
Hosting Services is structured in Products & Services, delivering in 24x7 operations, including monitoring & back-up. Our operations are based on ITSM processes such as Incident Management, Problem Management, Change Management, Request Fulfilment, Knowledge Management.
Product & Service evolution is done applying agile methodologies. One of our main objectives is to increase automation and self-service of Hosting processes in order to enhance autonomy, simplify processes and increase the speed of delivery.
Our customers are IM Product & application owners as well as the entire Airbus Business. We trustfully work together with our partners from Network, IAM, ITSM, E2E Monitoring, CoC Tech, Services Integration, Security and Procurement.
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?
Bachelor/ Master Degree in Computer Science, Computer Engineering, Information Technology, or relevant field with 3 of years of experience the domain
PRIMARY Skills- Primary skills, experience required for this role
Proven experience of designing, building, deploying or operating/ administrating infrastructure environments
Experience of distributed architectures, incl. network, private and public cloud, as well as different database designs
ITIL knowledge (v3 & v4)
ServiceNow skills (modules: CMDB & Reporting, Change & Request Mgt, Incident/ Problem & Knowledge Mgt)
Main activities and responsibilities (see below further information):
GOOD TO HAVE - Any additional expertise or knowledge of additional tools/software but not mandatory
Responsibilities for Day2day Change management
Check and improve the documentation quality of DI change requests, including a check on protected periods and Infrastructure Frozen Zone ruling & timeframes (perform a pre-check by getting in contact with Change Requestor before the Change Requestor present their changes to the DI-SIR Hosting board (&61; Change Advisory Board/ CAB)).
Prepare & moderate two CABs (Change Advisory Boards) with reliable data input (proper DI change request reporting), and assess the action plan presented by the Change Requestors in order to propose a risk mitigated action plan to the Airbus DI-Change-Manager (who is the Chairman of the DI-SIR Hosting board) and who will take the final decision to accept or reject changes:
Perform Emergency CABs and CAB follow-up meetings (after DI-SIR Hosting, if there are remaining open questions) with DI Change Responsible actors and nominated Focal-Points from IM domains (DC, DM, DO, DP, DS). The Airbus DI-Change-Manager is responsible for final decision
Establish and perform KPI reporting on monthly basis and present them to the Airbus DI-Change-Manager
Assure sustainable quality of changes by ensuring a regular closure follow-up of all DI- changes and launch following actions in case of deployment failures together with the responsible DI-Change-Requestors:
Root Cause Analysis (RCA) & lessons learnt (to be supported by an 8D-Quality-Analysis)
Risk mitigation action plan (to be applied precisely for similar change deployments in future)
6. Contribute to Change Management process and tool improvement initiatives:
Process Definition phase:
Attend process re-engineering, Proof of Concept and User Acceptance workshops,
Create and improve knowledge documentation, e.g. related to the Change process and Hosting’s Technical Change catalogue running on ServiceNow tool/ portal
Process Run phase
Push application of new/ updated documentation to the DI-Change- Requestors
Perform refresher trainings to the DI-Change-Requestors (online training to explain the documents and SNOW tool usage)
General behavior and attitude
This job requires the constant awareness of the compliance risks we face in day-to-day responsibilities. Continuous commitment to act with integrity with each other, with your communities, business partners and suppliers is the foundation of your success and sustainable growth.
The commitment to integrity is supported by your adherence to all internal policies and procedures that govern business activities. Compliance with these policies will also protect Airbus reputation and brand, some of our most strategic and important assets.
Success Metrics
Success will be measured in a variety of areas, including but not limited to
Ensure the on-time delivery and quality of change reports
Propose next step improvements in order to mitigate the risk at change action implementation
Achieve the customer satisfaction while moderation change boards
Ability to understand a subject from change requesters during change boards, in order to assess and improve the change content
Ability to challenge the needs of change requesters and provide appropriate improvement steps
The role will have the following key outputs:
Strong link with the Airbus Commercial/DI departments
Proactive in providing guidance & inputs for the roadmap
Business advocacy measures
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 LimitedEmployment Type:
Permanent-------
Experience Level:
ProfessionalJob Family:
Digital By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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 emsom&64;airbus.com.
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.
