Command Center Shift Specialist

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

Position objective
Ensure coordination and supervision of the Command Center activities during the shift, establish and maintain effective communication channels with support areas, monitor and resolve incidents and events, and guarantee operational continuity. The aim is to optimize operational management and improve the Command Center's performance.

Where will you be in the organization?

Reports to: Command Center & BAM Manager

About the job

Main Responsibilities

• Control the activities carried out by L0 and L1 team members.
• Ensure operational continuity during shift changes, providing sufficient information for incident response.
• Establish and maintain communication channels with support areas to follow up and resolve events and incidents.
• Prepare reports to identify areas of improvement in the Command Center's operations.
• Ensure compliance with the Command Center's Service Levels (SLAs).

Expected skills & experience

• Minimum 2 years of experience in the operation of a Command Center or Monitoring area, following alerts and/or events.
• Knowledge of ITIL Service Operations & Service Transitions.
• Ensure the availability standards of monitored infrastructure.
• Intermediate knowledge of Unix and Windows Operating Systems.
• Proficient computer skills, including Microsoft Office.
• Excellent oral and written communication skills to negotiate with clients.
• Leadership skills and the ability to make quick decisions.
• Ability to effectively evaluate situations.
• Ability to quickly and accurately identify critical issues.
• Professional written and spoken English.

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.

-3 days remote per week.