Job Description: An opportunity for an IT Operation Specialist (m/f) for CRM domain has arisen within Airbus Helicopters (Albacete)WHY JOIN US? 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.

 AIRBUS HELICOPTERS: GROW WITH US - We offer more than a job; 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.

✨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; it is a technological hub where we define the future of flight.

Bring your ideas to a dynamic, modern ecosystem and help us build the next generation of aerospace solutions.

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.

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.

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.

The CRM solutions portfolio consists in:

• Our Salesforce platform, which includes: Sales Cloud, Marketing Cloud, Service Cloud and other tiers applications (PROS CPQ, Qualtrics…)

• Our customer portal Airbus World: powered by Liferay portal solution, that exposes a set of services developed with the last industry standards

• 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

RESPONSIBILITIES

As an operational reference, your responsibilities are structured around six major pillars:

1. Run & Support Steering (Incident & Problem Management)

• Manage the 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 our managed service providers: steering operations, validating changes (Change Management), and monitoring interventions.

• Guarantee compliance with Service Level Agreements (SLAs) regarding business stakeholders.

1. Technical Management & Maintenance in Operational Condition (MCO)

• Lifecycle Management: Manage the technical lifecycle of our products, monitoring obsolescence (OS, Middleware, Databases) and planning version upgrades (e.g., Liferay upgrades, Open Shift patching).

• Platform Stability: Ensure the robustness of the hosting environments (On-premise & Cloud) to support high-traffic events on customer portals.

1. Processes, Quality & Continuous Improvement

• Process Ownership: 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 (Mean Time To Recovery), incident volume, and platform availability to provide visibility to the HQ.

• Reporting: Lead follow-up committees and produce consolidated activity reporting for management.

1. Knowledge Management

• Documentation: Ensure constant updating of technical and architecture documentation (Hld/Lld).

• Knowledge Base: Maintain the Knowledge Base to facilitate autonomy for L1/L2 support and reduce dependency on L3 experts.

• Asset Accuracy: Keep product repositories (CMDB) and service contracts strictly up to date.

1. Cost Management

• Cloud & Infrastructure Fin Ops : Monitor and optimize infrastructure costs (On-Premise & private cloud) by rightsizing resources and implementing lifecycle policies for non-production environments.

• License Optimization : Track utilization rates of our high-value software assets (Salesforce, Liferay, Splunk/Dynatrace) to propose license pool adjustments before renewal cycles.

• Budget Efficiency : Challenge Managed Service Providers (MSPs) on consumption models and identify zombie resources to reduce the Total Cost of Ownership (TCO).

Tech Watch & Innovation:

• AIOps Implementation : Explore and deploy AI-driven capabilities within our monitoring stack (e.g., Service Now 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 the Mean Time To Resolve (MTTR).

• Market Intelligence : Keep an eye on the Composable DXP (Digital Experience Platform) trends and new Salesforce Ops features to advise the roadmap.

Competences, Methods & Tools

To succeed in this role, you must master or be familiar with the following environment:

Technical Expertise:

• ITSM / Ticketing: Expertise in Service Now (Incident management, Change management, CMDB).

• System & Infrastructure: Administration of Windows & Linux Servers, understanding of virtualized environments, knowledge of containerization solutions (Open Shift, Kubernetes, Docker)

• Databases: Ability to manage routine operations and optimization (SQL Server or equivalent).

• Network & Security: Broad knowledge of infrastructure concepts (Active Directory, Load balancing F5, Firewall rule management). Knowledge of Identity and Access Management (OAuth, SAML, Kerberos)

• Dev Sec Ops: Expertise on devops architecture and solutions (Gitlab, Ansible)

• Cloud solution: Experience in cloud based (IAAS, PAAS) platforms (AWS, GCP, Azure…)

• Collaborative Tools: Mastery of the Atlassian suite (JIRA, Confluence) for project management and documentation.

SKILLS

Is your profile aligned to the following list of skills? Apply! We are looking forward to know you:

• Experience: You have significant experience (3 to 5 years minimum) in a similar position (Ops, Production Engineer, Technical Service Delivery Manager) on both On Premise and SaaS.

• Analytical Mindset: You can quickly diagnose complex situations and prioritize emergencies.

• Communication: You are comfortable interacting with infrastructure technicians or development teams as well as business stakeholders or external providers.

Advanced level in English:

• Rigor & Method: You are organized, detail-oriented, and have a strong culture of documentation and process (ITIL certification is a plus).

• Remote Autonomy : As a key member based in Spain working with a HQ in France, you demonstrate a high level of autonomy, proactive communication skills, and the ability to build trust remotely.

WHICH BENEFITS WILL YOU HAVE AS AIRBUS EMPLOYEE?

At Airbus we are focused on our employees and their welfare. Take a look at some of our social benefits:

• Vacation days plus additional days-off along the year (Apróx. 35 days per year in total).

• Attractive salary.

• Hybrid model of working: we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

• Collective transport service subject to working calendar/home location.

• Benefits such as life insurance, health insurance, employee stock options, retirement plan, or study grants.

• On-site facilities (among others): free canteen, kindergarten, medical office.

• Possibility to collaborate in different social and corporate social responsibility initiatives.

• Excellent upskilling opportunities and great development prospects in a multicultural environment.

• Option to access special rates in products & benefits.

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 Helicopters España, SA

Employment Type:

Permanent-------

Experience Level:

Professional

Job 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 emsomairbus.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.