IT Operations Manager – NCM Ticketing

About the role

Airbus Commercial Aircraft is seeking an IT Operations Manager to join the IM Department in Toulouse. You will be part of a 15‑member Customer Services team working on the New Case Management (NCM) Ticketing project to optimise client support processes and ensure IT operational efficiency.

Key responsibilities

• Ensure continuous availability, maintenance and industrialisation of the NCM COTS solution, meeting OLA/SLAs and 24/7 support readiness.
• Execute full‑cycle ITIL‑based support processes including incident, problem, change, configuration and event management.
• Diagnose system failures, analyse console messages and coordinate corrective actions and escalations with technical teams and software vendors.
• Supervise system backup processing and lead disaster‑recovery test plans across environments.
• Monitor system performance metrics against SLAs and propose improvements, updates and obsolescence‑management plans.

Required profile

• Minimum 10 years of experience in IT operations management, digital product/project management or service delivery.
• Deep expertise in ITIL support processes and SLA/OLA performance monitoring, with 24/7 support awareness.
• Strong knowledge of COTS applications, cloud platforms (AWS), SAP and LAN/DMZ architectures.
• Proven experience in infrastructure monitoring, backup management and disaster‑recovery testing.
• Fluent in English and French, written and spoken.

Required skills

• ITIL framework
• AWS cloud services
• SAP
• LAN/DMZ network architecture
• COTS application management
• Infrastructure monitoring
• Backup management
• Disaster‑recovery testing

What we offer

• Attractive salary with profit‑sharing, employee savings plan and voluntary stock purchase options.
• Extra days‑off for special occasions, holiday transfer, and a staff council providing social, cultural and sport activities.
• Complementary health insurance, on‑site health services, concierge, gym and car‑pooling options.
• Unlimited access to more than 10 000 e‑learning courses, certifications, career‑path programmes and national/international mobility.