Your main missions will consist of :
● Perform root cause analysis for incidents & trend analysis for proactive measures
● Report in Airbus defined template and fill all details
● Provide accessibility and analysis RCA, L2, L3 support
● Ability to work on the Service Now tool.
● Taking ownership of customer issues reported and seeing problems through to resolution.
● Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
● Track issues through to resolution, within agreed timeline.
● Talk clients through a series of actions, until resolution.
● Provide accurate and prompt feedback to customers
● Prioritize and manage several open issues at one time.
● Documents technical knowledge in the form of Knowledge base articles.
● Standardize the quality assurance procedures for software engineering, oversee testing and develop fixes.