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 consists of experts on ITIL processes typically incident, problem and change management, and technologies such as Backup, Network, Virtualization, 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. You will bridge the gap between development and operations, being responsible for participating in both agile ceremonies of the 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
o Coordinate with the respective CSP MPI Service Delivery team to report towards the CSP MPI clients on the quality of service (KPIs, OLA, …)
o Govern the services delivered by the CSP Azure
o Ensure 3rd party vendor performs all services at the right level of quality (KPIs, SLAs, …)
o Be in close contact with 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.
o Contribute to CSP / Provisioning MPI related incidents resolution when solicited by the Incident management team
o Coordinate with Product delivery team to ensure the Operations CSP / Provisioning related needs are taken into Project Increment planning.
2. Own the CSP (Azure) and Provisioning solution operationally end-to-end
o Be the main interlocutor for all Operational CSP / Provisioning related topics within the MPI organization
o Represent the CSP / Provisioning Operations Team in front of CapGemini for technical aspects
o Be part of the operational governance with CapGemini and regions when it comes to technical and operational aspects
o Represent Operations as new CSP / Provisioning features are progressively introduced by the “Build” of the MPI organization and participate in Operational stakeholders communication.
o 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.
o Identify improvements in logging, monitoring and support documentation.
o Ensure that the technical maintenance is performed by CapGemini
o Be the main point of contact for Change Management to analyze change requests impacting the CSPs / Provisioning.
o Challenge CapGemini technical upgrade propositions and ensure the buy-in of the relevant stakeholders within the MPI organization
o Propose evolutions of the solution.
o Support 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
o Ensure the process is well understood by all stakeholders: when required, organize trainings on CSP for MPI Operations teams.
o Own the reports and monitor the CSP (Azure) metrics Dashboard.
o Ensure CapGemini delivers the full set of services expected in regards of the CSP / Provisioning as per the contract: be the owner of CSP / provisioning KPI / SLA defined in the contract with CapGemini and validate their regular results (understand the contract in depth regarding cloud and provisioning).
o Contribute 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.
o Contribute to the definition and evolution of the contract for CSP and Provisioning aspects.
o Strongly support the CSP / Provisioning operations whenever required.
o Ensure that the impact of fixes, patches and upgrades are fully understood and anticipated by relevant stakeholders.
o Support CapGemini in the communication of important changes towards the different stakeholders.
o Lead the Operational Governance managing the short and mid-term evolutions.
4. Contribute as technical operational expert to different ITIL processes whenever required (mainly IPC)
o Approve RCAs delivered by CapGemini on CSP / Provisioning.
o Contribute if required to the analysis of change requests realized by the MPI Change Advisory Board (CAB).
o Represent the IaaS Global Operations team in front of CapGemini for all CSP / Provisioning subjects.
o Be responsible for addressing the creation / update of proper documentation for operations and end users improving Knowledge Management around CSP / Provisioning subjects.
Minimum Requirements:
* Hands-on experience with a systems administrator role
* Hands-on experience using Azure public cloud services
* Proven experience using Agile methodology
* Strong multi-disciplinary 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 a large number of stakeholders
* Able to manage international teams and multicultural 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 a 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: Able to participate in meetings, propose ideas and solutions, actively participate in brainstorming, understand documentation and requests, written and spoken.
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