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IT Service Excellence Specialist

1 semana atrás

Lisboa, Lisboa, Portugal Axa Group Operations Tempo inteiro

**About Us**

Axa Group Operations is a division of the Axa Group, responsible for designing, developing, and operating global IT products. Our mission is to deliver high-quality services to AXA entities and the group, while meeting business-driven priorities and aligned with service level agreements.

**Our Department**

The Global Process Operations unit within Global Service Operations department manages day-to-day IT service delivery for AXA on a global scale, in partnership with Group Operations (GO) Global Products Departments, AXA Entities, and external suppliers. Our main mission is to manage QoS and continuous service improvements for all AXA entities and across all AXA GO products transversally.

**Job Purpose**

As a Quality (of Service) Management Officer, your main objective is to drive various topics on continual improvement with product teams and other key stakeholders, based on former data analysis from global QoS Power BI dashboard and Service Now to identify right levers for improvement actions. You will also provide additional data deep dives as requested on demand from GO management.

**Key Responsibilities**

  • Monitor performance of AXA GO applications and infrastructure to identify or anticipate any issues or anomalies that could impact organization's operation.
  • Manage IT operations processes, particularly swift and sustainable incident resolution, controlled change management, and Asset & Configuration Management.
  • Facilitate Operational Resilience Services for Entities and AXA GO, securing Business Continuation in case of Disaster or Crisis Scenarios.
  • Lead IT Operations standards definition, implementation, and governance, ensuring adherence to these standards including external vendors.
  • Deliver and operate AXA's Datacenters.