Windows OS Service Officer

The division :

Group Technology Operations (GTO) aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.

The department / team :

You will join the Distributed & Mainframe Global Products department, which delivers final Products for the AXAs entities (e.g POD, Z and ISeries, DC) and transversal components or intermediate products to other Products departments (e.g Cloud, Workplace...) with right quality of services.

We are relying on more than 220 people to handle product development in an agile way of working while taking care of major transformation program, as One DataCenter (aiming to define and implement the Datacenter strategic plan jointly with the AXA Entities) or ATLAS program (a strategic program mixing Cloud solutions, Core IT optimization, infrastructure modernization and technical services rationalization).

Our main missions :

• Be a cornerstone of the Cloud Strategy and accompany the Cloud Transformation having a specific role on the design and delivery of the new Infrastructure hosting platform, within our Datacenters (SDDC-POD), while supporting the migration to target platforms
• Protect Core-It QoS over the next years by selective refresh while continuing to decommission related infrastructure
• Migrate Technical Services to the new Cloud Target
• Enhance our Ecosystem toolset introducing AIOps where it makes sense (e.g Request with Bots, Monitoring with Machine Learning)
• Define One Data Center strategy to rationalize our DC footprint and define related right Target Operating Model
• Continue our department transformation into a global product driven organization.

Job purpose and Main missions :

As a Global Service Owner for distributed managed OS, your main objective is to : Protect all Service oriented non technical processes for end to end IT Product Management

Your responsibilities include :

• Manage all non technical service oriented processes being part within a formal ITIL Enterprise Foundation framework ( ITSM )
• Focus on QoS, Process Evolution, Design and operations for distributed managed OS Product Teams
• Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
• Manage operational support service provider partners to ensure high level of quality and high class service alignment.
• Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing environment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business

Your Profile

We are looking for someone with the following experience and skills:

• Senior and Advanced experience in managing ITIL / Prosci related Enterprise Environments ( like for example ADKAR within the Change Management area )
• Good understanding about state of the art Enterprise IT environments especially within the area of Managed OS and managed Databases ( distributed Server Environment ( Linux, Windows, Oracle, SQL )
• Good Knowledge about actual but also legacy Operating Systems and Databases
• Deep level understanding about QoS frameworks and how to manage and optimize QoS concepts
• ITIL V3 / V4 Service delivery process advanced knowledge is a mandatory requirement
• Specific experience in IT Service base ITSM Process structure like IPC ( Incident, Problem, Change )
• A big interest in future oriented Cloud Solutions and Platforms like Amazon AWS and Microsoft Azure or Private Datacenter hosted technologies
• Leadership and organizational skills with the ability to provide service oriented guidance and mentoring to surrounding keyplayers
• Autonomous, teamwork spirit and self-organized working, respectful of the process
• Some interest in future oriented AI-Ops solutions to optimize operational support and business line
• Be open minded, strong in communications and stakeholder management
• Love to work in multicultural environments distributed all over the world
• Upper Intermediate level of written and spoken English is mandatory
• Customer centric and result oriented
• Influencing skills and ability to analyse processes and trends to highlight weaknesses to drive results from processes and individuals
• Base understanding and or advanced experience within Power-BI development
• Executive level communication and presentations including ability to deal with sensitive client issues.
• Strong team building attitude and behaviour ( manage relationships )
• Act fully autonomous and pro-active in driving complex situation and scenarios

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, weve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together were nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and youll feel like you belong, are included and can thrive. Youll 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 were 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.