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Deputy Service Manager

Il y a 4 mois

Paris, Île-de-France AXA Group Temps plein

Context

AXA Group Operations built a Content Management Platform dedicated to AXA entities as a replacement for legacy platforms. The platform called Content Management eXperience (CMX) provides REST APIs and Graphical User Interface in a Software As A Service model. CMX is operated by teams located in France (Paris, Feature and Roll-out Teams) and Malaysia (Kuala Lumpur, Operations team).

Job Purpose

Deputy Service Managers are responsible for working alongside the Service Manager (SM) to deliver the highest standards of service quality, performance, and improvements across their services through excellent leadership and embodiment of the values of the organization.

They will ensure full contract and regulatory compliance and support the Service Manager in the implementation and delivery of service monitoring and development.

Your Role

To lead and provide high quality operational platform, providing efficient dashboards to product and internal business functions. Owner of the Problem Management process, ensuring PM goals are achieved. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents

Your Responsibilities

  • Application Support 75%

- Lead and prioritize the application support team's workload.

- To examine potential areas for Service Improvement and raise proposals with the Service Manager

- Provide input to application/infrastructure scalability.

- Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.

- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

- Maintain application monitoring, performance tuning and testing.

- Provide input to maintain all production and internal environments.

- Ensure there are robust procedures and processes within the application support function.

- Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support

- Develop strategies to allow Application Support to manage resultant problems.

  • Personal and Team Development 20%

- Share knowledge with team members as well as internal teams.

- Pro-active in maintaining and increasing the teams and your own technical knowledge.

- Identify training needs or requirements for yourself individually and for the team.

  • Documentation 5%

- Ensure all technical and non-technical documentation is up to date.

- Contribute to management reports.

Your Profile

Your profile

- 7+ years of experience in product life cycle management

- Experience in Team Management

- Work experience with Enterprise applications (CRM, ERP, CMS etc.,)

- Expertise in GitHub, Kibana, Grafana and Dynatrace tools

- Expertise in Postman tool, JWT (JSON Web Token) authentication and rest api

- Experience with AWS management console, OpenShift and MarkLogic web console

- Knowledge on networking, operating systems, and scripting languages (Marklogic queries, Python, Unix)

- Knowledge on IPC (Incident, Problem and Change), Configuration and SLA (Service Level Agreement) Management process

- Experience with Service now and Power BI tools (or any other similar tools)

- Experience in Testing concepts (Automation, Manual, API, Performance and Load/Stress) is a plus.

- Fluent in English (Communication and verbal skills)

- Must be comfortable working in different shifts.

- Positive 'can-do' attitude and a Team Player

- Strong customer service and support focus with a desire to deliver a high-quality service.

- Strong organizational and planning skills, ability to multi-task.

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.