Command Center Manager

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 

If you are enthusiastic about IT Operation, technology, processes and quality of Service, a deliver- and customer oriented professional, passionate about optimizing and modernizing IT Operations in a multicultural,

THE DIVISION : 

Group Technology Operations (GTO) aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.

The department / team : 

You will join the Global Service Operations department (GSO) , within Group Technology Operations (GTO) division. Our 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 our external suppliers, in accordance with GO IT Operations Framework, contract requirements, SLAs (Service Level Agreement) and OLAs (Operational Level Agreements).

Our GSO main missions: 

• Managing QoS as well as continuous service improvements for all AXA entities and across all AXA GO products transversally. 
• Supporting the Market by fronting the Entity operationally to ensure QOS, offering a centralized view for all global services provided by AXA GO Products 
• Operating standardized, globalized key platforms & transversal services while leveraging automation and self-service capabilities. 
• Monitoring the performance of AXA GO applications and infrastructure to identify or anticipate any issues or anomalies that could impact the organization's operation 
• Managing IT operations processes, in particular swift and sustainable incident resolution, controlled change management as well as Asset & Configuration Management. 
• Facilitating Operational Resilience Services for the Entities and AXA GO, securing Business Continuation in case of Disaster or Crisis Scenarios. 
• Leading the IT Operations standards definition, implementation and governance and ensures adherence to these standards including external vendors. 
• Delivering and operating AXA’s Datacenters 

JOB PURPOSE : 

As a Command Centre Manager, your main objective is to to oversee and manage the operations of the command center, ensuring seamless coordination and response during major incident and crisis situations. This includes developing and implementing standard operating procedures, coordinating with internal and external stakeholders, and utilizing advanced technologies to maintain situational awareness and make informed decisions. The role also involves leading and supporting a team of specialist/ analysts, conducting training and drills, and continuously improving operational efficiency through data analysis and performance evaluation. The Command Center Manager is responsible for maintaining a high level of readiness to effectively respond to any emergency or crisis scenario.

MAIN MISSIONS : 

Your responsibilities include:

• Overseeing the overall operations of the command center, ensuring smooth and efficient functioning.
• Developing and implementing standard operating procedures for emergency response and crisis management.
• Coordinating with various departments to ensure timely and effective communication during critical incidents.
• Monitoring and improving real-time data and information to assess situational awareness and make informed decisions.
• Managing a team of specialists and analysts, providing leadership, guidance, and support.
• Collaborating with external providers to facilitate a coordinated response.
• Conducting regular training and drills to prepare staff for various emergency scenarios.
• Utilizing advanced technologies ( AI & ML) and systems to enhance the capabilities of the command center.
• Analyzing performance metrics and identifying areas for improvement in operational efficiency.
• Maintaining a high level of readiness to respond to any emergency or crisis situation.

Your Profile

EXPERIENCE :
• Strong experience at senior Level in IT Operations especially within Command Centre.
• Experience working within a large regional or global hybrid IT organization within a multi-national company. 
• Experience with Cloud technologies and new ways of working
• Demonstrated ability to mentor, coach, and develop operational teams, fostering a culture of continuous learning and improvement. 
• Experience in managing and leading teams through organizational and operational changes. 
• Language skills 
o English proficiency

TECHNICAL SKILLS : 

• Solid Technical and operations background with the ability to quickly adapt to new technologies.
• High proficiency in following toolset/technologies; Dynatrace, Service Now, ELK / Data analytics, Network, Windows, Linux, Oracle, MS-SQL, DB2

SOFT SKILLS : 

• Strong experience in Command center, IPC (incident, problem, and change management) and crisis management
• Proven Management capabilities of international teams in a multi-cultural environment 
• Passionate by Quality of Service, ability to leverage data to drive continuous improvement plans. 
• Pragmatic and continuous improvement mindset for building capabilities for use in the business 
• Able to operate in a rapidly changing, complex environments. 
• Good aptitude in relationship and stakeholder management
• Work with minimal direct guidance, resilient, self-motivated, and proactive 
• Assertiveness, empathy, active listening 
• Strong analytical and problem-solving skills to assess situations quickly and make informed decisions.
• Strong influencing and change management skills to ensure successful transformation. 
• Courage to drive for the best outcome across all stakeholders. 
• Strong communication skills, both verbal and written, with the ability to convey information clearly and concisely. 
• Team spirit, Customer centric, solution & value oriented 

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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