Major Incident

• Av. Felix Cuevas 366 Piso 2 Tlacoquemecatl, CIUDAD DE MÉXICO, MX, 03200
• OPERATIONAL EXCELLENCE AND PROJECT MANAGEMENT
• 11576
• GO_MX_3TM
• Ekia BOUSSOUI

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.