Job Description
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 for 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 Job position pitch Function description: An Incident and Problem Management Specialist is essentially responsible for the upkeep and smooth operations of IT systems
They oversee all aspects of the incident management process, from evaluation to resolution
IP Specialist records all issues and helps to design ways to prevent similar problems in the future (via problem management)
The specialist will manage technical support teams, create procedures to deal with problems and develop solutions
After closure of the incident the IP Specialist takes on the role of problem manager and opens a problem for investigation on the root cause or other improvements
The IP specialist is responsible for all communication during the lifecycle of the incident & problem
The IP Specialist is also responsible for detecting trends & be proactive
Most important activities: Incident logging
This not only helps them to keep track of any issues and ensures resolution, but also assists them in examining incidents and establishing processes to help prevent or minimize similar problems from arising
Taking the responsibility to restore the service asap by finding, motivating & coordinating the appropriate support groups
Facilitate crisis calls, take notes and communicate on regular base with the management community using the designated tools
Writing reports for major incidents containing technical details about the nature of the outage and the steps necessary to improve
Mostly done via problem management
Being mindful of the correct application of the processes by reading/applying the MIM handbook
Notify customers, colleagues about major outages using the correct channels for communication
Organise problem management meetings to look for the root cause and define steps to avoid issues in the future
Attend and/or facilitate PRAB meetings to communicate about new problems, key problem status and closure of problems
Profile: Technical skills At least 3 years of experience in IT service management or an IT support role
Being able to get a quick insight in IT infrastructure, network and application dependencies using several technologies
Hands-on mindset to quickly take on the initiative to restore the services asap
Having a good technical insight and excellent communication skills to assist resolving teams in their search for the root cause & resolution for the ongoing issues
Scoping skills to be able to estimate the possible impact of an interruption of service and the consequences of problems with / or the loss of computer services
ITIL certified or willing to obtain certification as part of the development plan asap
Language English - Excellent: professional level both in writing and speaking
Main characteristics of an Incident and Problem Specialist To successfully complete all tasks, an IP Specialist needs to possess strong problem solving, analytical and time management skills
They should also be able to apply organizational, critical thinking and oral and written communication skills
An IP Specialist will be an effective team player and leader who can work independently when necessary
Paying attention to detail and handling crisis situations are also important traits for IP Specialists
Solving complex problems in IT Infrastructure Maintaining incident logs and processing incident reports for review with peers and management Providing training to technical support teams on process handling Ability to handle and perform in stressful situations Proficiency in Microsoft applications such as Word, PowerPoint, Excel, MS Teams Quality driven mentality Good social skills Flexible Ability to motivate technical teams to solve issues asap
Working hours As Major Incident Management is a 24/7 service, the candidate is required to be flexible: Team rota for online hours
You will be “stand-by” outside of business hours, in a rotating role
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.