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Service Owner – Team coordinator infrastructure engineer

Job Purpose

  • Ensure the QOS and day to day follow up of the services delivered by the OS platform and pattern factory product team.
  • The team is managing the mainly the following platforms to support the OS product teams (Linux/Windows) in their day-2-day work: Puppet / Artifactory / Terraform / SCOM (Replacement by Dynatrace ongoing).
  • Coordinating a team of 6 to 8 people to focus on the run activities, follow up of ServiceNow queues within the ITIL framework in an agile way of working
  • Work closely together with the TSO
  • Key Accountabilities :

  • Structure Sprint and Service Feature or Quality delivery meetings
  • Ownership of product service and service management-oriented aspects for the Team
  • Align and optimize on Global service catalogue aspects together with Operational Excellence team / TSO and Demand Manager Instance
  • Provide support / follow-up on RCAs, Service Quality aspects for security, compliance, and productivity as well as day2day operational business 
  • Support TSO in Service Delivery Governance with Markets
  • Stakeholder Management and communication
  • Report on service performance and metrics for the Product (availability, incidents, volumes, usage, compliance etc.)
  • Support Product Manager in implementing Product strategy and evolution (service oriented) 
  • Ensure Service Improvement plans are created and executed when needed
  • Accountable of Product QoS including performance steering for Product key suppliers like GSC / IBM / Capgemini
  • Manage License Management aspects (license declaration area)
  • Work on root cause analysis and adaption / adoption of the process + initial cause 
  • Measures

  • Global service catalog published with the main work requests integrated
  • Major Incidents have been coordinated well root cause analysis and improvement plan is being managed
  • Central Security and Product reporting is in place and validated with Stakeholder community like Security and other stakeholders 
  • Product SLAs and KPIs are fine
  • Service Quality and Security Compliance Level is agreed, defined, and well managed
  • TSO Feedback and Exchange
  • Product Manager Feedback and Exchange
  • Squad Leader Feedback 
  • Dimensions Impacted by the job :

  • 23000 virtual and physical servers running Linux and windows OS, managed by Puppet.
  • On Premise, Private and Public cloud (AWS/Azure): Infrastructure as a Service / Infrastructure as Code
  • QOS of the following infrastructures: Puppet enterprise platform and code, Terraform platform and code, Version Control system (GitHub), Infrastructure monitoring (Dynatrace)
  • Creation and maintain operational dashboards in Service now, Power BI and others
  • Key Interfaces

    - internally : Technical teams in multiple European countries:

  • Linux and Windows product teams
  • Database product teams
  • Networks product teams
  • Storage product teams
  • Security team
  • Architecture
  • Change Management
  • Incident Management
  • Project Office
  • Cloud (Private/public) product teams
  • Externally : Vendors, including:

  • Puppet
  • Frog
  • Dynatrcae
  • Others
  • Your Profile

    Skills And Experience

  • Experience working with DevOps/agile methodologies.
  • Knowledge of data analysis
  • Leading a team on day-to-day activities
  • Have interest in Infrastructure technologies (Network, virtualization, OS, storage, middleware’s, …) allowing to have pro-active and efficient discussions with various AXA Go teams to bring solutions during incidents
  • Process oriented thinking, structured approach, and familiarity with the ITIL process of an international enterprise scale IT Service delivery organisation with offshore presence
  • Communicative and team-minded personality with a high sense of responsibility and quality, and the ability to create plans and coordinate the delivery over multiple teams.
  • High motivation and ability to work under pressure
  • Key behavioural skills include:
  • Communication (written and oral) in English
  • Creativity and Innovation : Analytical / problem solving / Planning & organising / Teamworking / knowledge sharing
  • Work autonomously and result driven
  • About AXA

    As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
    respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

    About the Entity

    AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation. 

    We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

    We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

    At AXA Group Operations, we want to be recognized in three fields of action:

  • State-of-the-art Data Technology to drive customer experience
  • State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
  • High-Performing Global Team for stronger partnerships with AXA entities 
  • What We Offer

    We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.

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