AdresseObjective of the position
The Service Assurance Manager is Accountable and Responsible for Incident, Problem, Change and Configuration Management also IT Service Catalog for Local and Regional Infrastructure. Acts as SPOC with OpCos
Responsibilities
"Incident Management: Accountable for Major Incident categorization, assignment and priority -> Responsible for P1 MIRT coordination until incident closure -> Coordination and Communications to SMT.
Accountable for Incident Management Process"
Change Management ->Accountable/Responsible for AXA GO Change process regarding local and datacenter infrastructure -> Evaluation and approval in Silva and RCAB/ECAB approvals documentation for Accelerated/Emergency Changes -> assure the continuity of services
Problem Management -> Accountable for PRB categorization-> assignment and priority (for P1, P2 and P3), Accountable for Root Cause Analysis and Remediation documentation (SLA: 90 days) and communication to SMT until PRB closure (RCA SLA, P1: 3 days, P2: 5 days, P3: 10 days On Demand)- > Assure the service continuity thru corrective and preventive actions.
Accountable for Problem Management Process.
Configuration Management: Accountable/Responsible to ensure all OpCos CIs are controlled according to AXA GO Americas SACM Process -> Acts as Point of Contact between OpCo and CI Owners to ensure CMDB accuracy -> assure the accuracy of assets
Your Profile
Specific Knowledge
ServiceNow experience*
2+ years of experience in similar positions,
ITIL V3: Service Operations, Service Transitions.
Knowledge in Datacenter Operations, Distributed Compute, Monitoring."
Experience in KPIs and Reporting (metricks, SLA's, etc)
"Communicate information at technical and executive levels.
Cross-cultural management: coordinate task force teams from different regions.
Attitude of service and high sense of urgency, Tolerance to stress and frustration.
Empathy, ability to see problems from a different point of view.
Teamwork and Leadership skills for problem management and incident resolution through coordinating SMEs/L2 and L3 technical teams.
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.
