IT Operations & Support Engineer (EA Products)

Job Description:

The digital journey of Airbus is aimed at preparing the company for future opportunities in the connected world, fostering new revenue streams through innovative technology-driven solutions. At Airbus India, we are committed to advancing the aviation industry through innovation and excellence. Our objective is to pioneer solutions that enhance operational efficiency, elevate customer experiences, and drive sustainable growth. We seek proactive individuals who thrive in dynamic environments and are passionate about shaping the future of aviation.

IT in Airbus aims at becoming a core function, where sustainable IT is starting to transform our company. Our customers can benefit from our innovative products and services, where we are the key to implement the digitalisation in our company. We connect thousands of worldwide end users everyday, and all that in a protected and safe environment.

IT is everywhere in the business, from the design of an aircraft until its delivery and beyond. Airbus started its digital journey with the objective to transform the company and to prepare it for the future. This transformation includes new global governance, new ways of working and the implementation of digital business services and platforms.

Within the Digital function, the Governance and Transformation department plays a key transversal role in enabling the Digital Transformation, from FRAMING - expressing strategic intentions and defining simple, flexible and scalable frames - to SUPPORTING Domains and PSL’s while ensuring alignment between functions and divisions - to REPORTING through consolidated views, highlighting hotspots and relevant needs for support & decision-making.

In India, the Digital Strategy, Governance & Transformation team plays a key transversal role promoting synergies between multiple domains across Airbus worldwide with a flexible and adaptable approach which helps in sharing best practices, architecture, innovation, operational excellence and being efficient with cost, quality and time.

The Architecture team supports the Enterprise Architecture (EA) Products team responsible for a suite of high-visibility platforms including EAR (Repository), EAMR (Modeling), and EADA (Data Analytics). To ensure the operational excellence and high availability of these strategic assets, we are seeking an IT Operations & Support Engineer. This role acts as a transversal anchor, managing the "Run" activities across all EA product pillars while occasionally contributing to "Change" activities to support the development team.

Primary Responsibilities:

• ITIL Operations Management: Lead the day-to-day operational support (Incident, Problem, Change, and Service Request Management) for the EAR, EAMR, and EADA platforms to ensure adherence to defined Service Level Agreements (SLAs).

• Transversal Support: Act as the first point of contact for global users, handling troubleshooting for diverse issues ranging from Sparx EA modeling errors to data pipeline failures in Skywise.

• Monitoring & Observability: Implement and maintain application monitoring dashboards (logs, metrics, traces) to proactively identify performance degradation before it impacts the business.

• Platform Maintenance: Execute routine maintenance on underlying modeling databases (SQL/Postgres/MongoDB) and application servers, ensuring systems remain patched and secure.

• Hybrid Development Support: Occasionally support the development lifecycle by fixing bugs, implementing minor feature enhancements in Angular/Node.js, or updating modeling scripts in VB/JavaScript.

• Access & Governance: Manage user access requests and permissions across the EA ecosystem (Alfabet, Sparx EA, Prolaborate, and Skywise) while ensuring alignment with enterprise security standards.

• DevOps Integration: Execute and monitor deployments using the Jenkins/OpenShift stack and support the maintenance of CI/CD pipelines.

• Continuous Improvement: Participate in post-incident reviews to identify systemic issues and suggest automation opportunities to reduce manual toil.

Qualification & Experience:

Required:

• A Bachelor/Master Degree in Computer Science or a relevant field with 3–5 years of experience in IT operations, production support, or full-stack development.

• ITIL Proficiency: Strong understanding of ITIL processes (Incident, Problem, Change, and Request fulfillment).

• Database Knowledge: Hands-on experience with Relational DBMS (SQL/Postgres) and NoSQL (MongoDB) for troubleshooting and maintenance.

• Technical Stack: Familiarity with modern web technologies (Node.js/Nest.js, Angular, Typescript) to assist in development tasks.

• Scripting: Proficiency in at least one scripting language (Python, JavaScript, or VB) for automation and tool customization.

• Tools: Experience with version control (Git) and DevOps tools like Jenkins and OpenShift.

Desired:

• ITIL Foundation or higher certification.

• Prior experience supporting Enterprise Architecture tools like Sparx EA, Alfabet, or ARIS.

• Exposure to the Palantir Skywise data platform or similar data lake environments.

• Experience with Infrastructure as Code (Terraform).

Success Metrics:

• Service Stability: High operational availability and reliability of EA platforms measured against defined Service Level Objectives (SLOs).

• Resolution Efficiency: Timely resolution of incidents and service requests within SLA targets.

• Process Automation: Measurable reduction in manual support tasks through the implementation of automation or self-service scripts.

• Customer Satisfaction: Positive feedback from internal stakeholders and global end-users regarding support quality and platform stability.

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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