Cloud Service Owner

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. Bridge the gap between development and operations, being responsible for participating in both agile ceremonies of software development process overlooking operations needs as well as operations day-to-day activities on a cloud-based product.
You will:

Be accountable for the operational performance of the selected Cloud Service Provider (Azure) services, delivered to AXA customers using Managed Public Infrastructure

Coordinates with the respective CSP MPI Service Delivery team to report towards the CSP MPI clients on the quality of service (KPIs, OLA, …)
Governs the services delivered by the CSP Azure
Ensures 3rd party vendor performs all services at the right level of quality (KPIs, SLAs, …)
Will be in close contact with the 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.
Contributes to CSP / Provisioning MPI related incidents resolution when solicited by the Incident management team
Coordinates with Product delivery team to ensure the Operations CSP / Provisioning related needs are taken into Project Increment planning.


Owns the CSP (Azure) and Provisioning solution operationally end-to-end

Is the main interlocutor for all Operational CSP / Provisioning related topics within the MPI organization
Represents the CSP / Provisioning Operations Team in front of CapGemini for technical aspects
Is part of the operational governance with CapGemini and regions when it comes to technical and operational aspects
Represents Operations as new CSP / Provisioning features are progressively introduced by the “Build” of the MPI organization and participates to Operational stakeholders communication.
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.
Identify improvements in logging, monitoring and support documentation.
Ensures that the technical maintenance is performed by CapGemini
Is the main point of contact for the Change Management to analyze change requests impacting the CSPs / Provisioning.
Challenges CapGemini technical upgrade propositions and ensures the buy-in of the relevant stakeholders within the MPI organization
Can propose evolutions of the solution.
Supports Management in providing them with adequate technical information to make the right operational decisions, without compromising operations and security


Be the Operational process owner for CSP (Azure) and Provisioning within the MPI

Makes sure the process is well understood by all stakeholders: when required, he/she organizes trainings on CSP for MPI Operations teams.
Owns the reports and Monitors the CSP (Azure) metrics Dashboard.
Ensures CapGemini delivers the full set of services expected in regards of the CSP / Provisioning as per the contract: he/she is the owner of CSP / provisioning KPI / SLA defined in the contract with CapGemini and validates their regular results (he/she understands therefore the contract in depth regarding cloud and provisioning)
Contributes 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
Contributes to the definition and evolution of the contract for CSP and Provisioning aspects
Strongly supports the CSP / Provisioning operations whenever required
Ensures that the impact of fixes, patches and upgrades are fully understood and anticipated by relevant stakeholders
Supports CapGemini in the communication of important changes towards the different stakeholders
Leads the Operational Governance managing the short and mid-term evolutions


Contributes as technical operational expert to different ITIL processes whenever required (mainly IPC)

Approves RCAs delivered by CapGemini on CSP / Provisioning
Contributes if required to the analysis of change requests realized by the MPI Change Advisory Board (CAB)
Represents the IaaS Global Operations team in front of CapGemini for all CSP / Provisioning subjects
You will be responsible for addressing the creation / update of proper documentation for operations and end users improving Knowledge Management around CSP / Provisioning subjects.



Minimum Qualifications:

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, Puppet, Dynatrace
Infra automation and Architecture
Good aptitude in relationship management with large amount of stakeholders
Able to manage international teams and multi-cultural 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 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: Is able to participate in meetings, propose ideas and solutions, actively participate in brainstorming, understand documentations and requests, written and spoken.
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