Cloud Service Owner

**CONTEXT AND TEAM**

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

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 AWS 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 (AWS) 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 AWS
- 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 (AWS) 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 (AWS) 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 (AWS) 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 cha