Cloud Service Owner

5 months ago

Bristol, United Kingdom AXA Group Full time

CONTEXT AND TEAM 

The “Move AXA to the Cloud” program is an ambitious global AXA journey.

The objective is to move the majority of the existing application landscape (more than 20 000 servers to be migrated from 2022 to 2026) to a secure hybrid cloud infrastructure (both Public and privately managed where public is not viable, known as Point of Delivery POD ) as well as to standardize and de-duplicate existing infrastructure.

The Global Business and Service Operations (GBSO) organization is now in charge of running/operating the AXA Cloud solutions within AXA, may it be the Public Cloud (based on Azure & AWS) or the Private Cloud Point of Delivery (POD) that is hosted in all 5 data centers.

The GBSO team consist of experts on ITIL processes typically incident, problem and change management, and technologies such as Backup, Network, Virtualisation, Monitoring/Observability, Compute/Storage. Besides the process and technology mix, the team also secures the service directly to the customer through their Service Delivery Management team.

MISSIONS

As part of the GBSO team, the Cloud Service Owner ensures that the Public Cloud Azure is performing at the expected level. Bridge the gap between development and operations, being responsible for participating in both agile ceremonies of software development process overlooking operations needs as well as operations day to day activities on a cloud-based product.

You will :

1 - Be accountable for the operational performance of the selected Cloud Service Provider (Azure) services, delivered to AXA customers using Managed Public Infrastructure

Coordinates with the respective CSP MPI Service Delivery team to report towards the CSP MPI clients on the quality of service (KPIs, OLA, …) Governs the services delivered by the CSP Azure Ensures 3rd party vendor performs all services at the right level of quality (KPIs, SLAs, …) Will be in close contact with the different stakeholders in the different regions (DBA , VM SME , SQL SME, Backup and Restore operations, Disaster and Recovery operations, OS operations) making sure AXA owned activities are managed properly. Contributes to CSP / Provisioning MPI related incidents resolution when solicitated by the Incident management team Coordinates with Product delivery team to ensure the Operations CSP / Provisioning related needs are taken into Project Increment planning.

2 - Owns the CSP (Azure) and Provisioning solution operationally end-to-end

Is the main interlocutor for all Operational CSP / Provisioning related topics within the MPI organization Represents the CSP / Provisioning Operations Team in front of CapGemini for technical aspects Is part of the operational governance with CapGemini and regions when it comes to technical and operational aspects Represents Operations as new CSP / Provisioning features are progressively introduced by the “Build” of the MPI organization and participates to Operational stakeholders communication. Identify need and address creation to QA team on test cases with an operations point of view to be performed upon product releases. Review necessary regression tests periodically. Identify improvements in logging, monitoring and support documentation. Ensures that the technical maintenance is performed by CapGemini Is the main point of contact for the Change Management to analyze change requests impacting the CSPs / Provisioning. Challenges CapGemini technical upgrade propositions and ensures the buy-in of the relevant stakeholders within the MPI organization Can propose evolutions of the solution. Supports Management in providing them with adequate technical information to make the right operational decisions, without compromising operations and security


3 - Be the Operational process owner for CSP (Azure) and Provisioning within the MPI 

Makes sure the process is well understood by all stakeholders: when required, he/she organizes trainings on CSP for MPI Operations teams. Owns the reports and Monitors the CSP (Azure) metrics Dashboard. Ensures CapGemini delivers the full set of services expected in regards of the CSP / Provisioning as per the contract: he/she is the owner of CSP / provisioning KPI / SLA defined in the contract with CapGemini and validates their regular results (he/she understands therefore the contract in depth regarding cloud and provisioning) Contributes to the continuous improvement of the process (optimize, rationalize, standardize) and the service by challenging the supplier and requesting proposals for optimization, tracking the execution of agreed improvement plans Contributes to the definition and evolution of the contract for CSP and Provisioning aspects Strongly supports the CSP / Provisioning operations whenever required Ensures that the impact of fixes, patches and upgrades are fully understood and anticipated by relevant stakeholders Supports CapGemini in the communication of important changes towards the different stakeholders Leads the Operational Governance managing the short and mid-term evolutions

4 - Contributes as technical operational expert to different ITIL processes whenever required (mainly IPC)

Approves RCAs delivered by CapGemini on CSP / Provisioning Contributes if required to the analysis of change requests realized by the MPI Change Advisory Board (CAB) Represents the IaaS Global Operations team in front of CapGemini for all CSP / Provisioning subjects You will be responsible for addressing the creation / update of proper documentation for operations and end users improving Knowledge Management around CSP / Provisioning subjects.
Your Profile

• Hands-on experience with a systems administrator role
• Hands-on experience using Azure public cloud services
• Proven experience using Agile methodology 
• Strong multi disciplinarian technical background and knowledge in different domains like security, network, multi-tiered infrastructure, databases, integration and application platforms
• Strong basis and understanding of the architectural principles of cloud-based platforms that include IaaS components
• Infrastructure as a code expertise, along with environment automation knowledge for provisioning , upgrades, deployment and on demand operations for environments (Terraform with Azure).
• Understanding of all cloud offerings in the market and ability to discuss cloud architectures
• IaaC & DevOps (Terraform Enterprise, Azure pipelines) 
• Specialist / Architect certifications on CSP (Azure)
• Basics on Cyberark
• Basics on Puppet 
• Basics on Dynatrace
• Infra automation and Architecture 
• Good aptitude in relationship management with large amount of stakeholders
• Able to manage international teams and multi-cultural environment
• Work with minimal direct guidance, self-motivated and proactive
• Excellent and clear communication skills with the ability to explain complex concepts in simpler language
• Strong problem-solving skills 
• Customer centric
• Solution & value oriented
• Ability to travel as needed, as you will on regular basis have to travel between entities to meet experts of other regions
• Flexible and available in case of exceptional events

Language skills : 

·Advanced English: Is able to participate in meetings, propose ideas and solutions, actively participate in brainstorming, understand documentations and requests, written and spoken.


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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