VP, Business Systems Engineering
HubSpot
GoITSMServiceNow
Digital Solutions Lead Engineer – Support Operations
Airbus
full-time
Posted on:
Location: 🇮🇳 India
Visit company websiteJob Level
Senior
Tech Stack
ServiceNow
About the role
- Coordinate end-to-end customer support operations for Digital Solutions deployment and support (escalation management, support operations management, SLA management)
- Monitor support performance and provide KPI reporting (backlog synthesis, OUT OF SLA dashboard)
- Manage Level 1 (customer desk) and Level 2 performance, ensure quality surveillance and perform monthly sampling dossier audits
- Manage escalations and feedbacks; perform root cause analysis and define corrective/preventive actions
- Coordinate deployment & support teams and regional operational teams, suppliers and partners worldwide
- Specify, test and support Customer Relationship Management tool for support actors
- Support entry into service of new products/services: ensure roles, documentation and training readiness
- Contribute to subcontracting contract renewals and calls for tender with MFT teams
- Contribute to customer support strategy definition and its worldwide implementation
- Prepare monthly SMB (Service Management Board) and update working methods and procedures
Requirements
- Bachelor's Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or Computer Science
- Mastering of support operations (help desk)
- Decision-making capability, skills for synthesis and ability to communicate in a strongly multi-cultural environment
- Knowledge of Customer desk/Help desk processes and tools (such as SalesForce, TechRequest, ServiceNow…)
- Operations management
- Suppliers performance management
- Service Level management and performance management
- Experience supporting digital solutions with end user engagement and efficient handling of escalations
- Analytical and Problem Solving skills to identify and resolve customer issues
- Excellent written and oral communications with ability to facilitate and influence
- Willingness and ability to listen and learn
- Strong negotiation skills
- 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
- Product lifecycle experience using SAFe methodology would be a plus
