Sr Associate Operations Analyst

Operations Lead

Bangalore, Karnataka, India

We invent the new to help the world move forward. Combining powerful analytics and deeper insights with bigger ideas and innovative solutions, we free up our clients’ potential, thereby fulfilling our own. Take it seriously. Make it fun. Know it matters. This role is pivotal in providing operational related support and services to the GT Application Delivery functions (Transversal Application Services, Digital Factory and Application Solutions), ensuring a consistent approach for key supporting operational activities.The role requires someone with solid experience in operational IT environments, vendor management, budget management and a keen interest in service delivery and continuous service improvement.

What You’ll Be DOING

What will your essential responsibilities include?

• Represent the Application Delivery area/s during Major Incidents and Major Incident Reviews for respective Delivery areas.
• SOT Call attendance, coverage, co-ordination with app teams.
• MIR attendance, support the driving of root cause identification and relevant action assignment/completion.
• Problem management process engagement including the reduction of the Problem backlog, Root Cause identification and eradication and increased visibility of Problems across the App Delivery landscape.
• Act as a key contact point for the Service Management/Service Control function including assistance with facilitating communications into and back from the Delivery areas for application wide items or issues.
• Provision of reliable, timely MI for informed decisions by Global Head of Transversal Application Service, Global Head of Digital Factory, and Global Head of Application Solutions.
• Standardisation of processes and approach to drive consistent operational efficiency.
• Change Management process engagement.
• Configuration Management engagement, ensuring required re-certifications are completed and any proposed CMDB changes align with App Delivery requirements/processes.
• Supporting Application Delivery and Team Managers to allow them more focus on successful change delivery.
• Engagement point for Service Transition & Design, supporting transition in/out of application services.
• Key vendor contact for support services including but not limited to -
• Attendance at monthly vendor governance calls
• Management of L1.5 and Steady State team
• Lead on and/or contribute to contractual changes/negotiations/RFPs
• Understand and advise on weekly service reviews where held by Application Managers
• Initiate and manage Service Stability Improvement Plans, determine when required, GT Service Review representation.
• Identify and implement Service Improvements i.e. reduction in Incident volumes, Shift Left opportunities.
• Produce weekly operational report for respective Application Delivery areas.
• As determined/requested by each Head provide operational service reporting to support the respective function.
• Manage the BAU budgets
• Regular engagement with O&T Finance, ensuring a consistent and timely approach to all related budget activities.
• Identify savings opportunities, contributing to savings targets annually.
• Manage future year budgeting process.
• Purchase Order/Invoicing responsibility.
• Manage engagement from App Operations Governance, Risk & Audit team into App Solutions functions.
• Establishing and maintaining tighter financial control (including loss avoidance and risk management).
• Work closely with finance team and PMO to manage project financials, e.g. Strategic financial planning and budgeting, forecasting and actuals tracking, chargeback, funding requests, etc.
• Assisting in shaping the way Application Delivery teams work with suppliers (e.g. Statement of Work structures) partnering with Procurement and the Vendor Management Office.
• Contribute to the Continual Improvement process within Application Operations.
  

You will report to Application operations Lead.

What You Will BRING

We’re looking for someone who has these abilities and skills:

Required Skills And Abilities

• Act as a strategic advisor to management.
• Use skills to profoundly influence senior/executive management where contributions may impact the industry as well as the company.
• Excellent management and leadership skills with the ability to influence department’s strategy.
• Provide direction to others as needed at all levels of the organization.
• Relevant years in IT roles, with Service Management and Operational experience.
• Understand & be able to communicate business problems & technical solutions in appropriate terminology and ability to influence across departments.
• Ability to navigate business dynamics/political sensitivities.
  
  

Desired Skills And Abilities

• Excellent presentation, communication (oral & written), and relationship building skills, across all levels of management.
• Excellent leadership, including negotiation and decision making, skills.
• Effective Organizational skills with attention to detail and ability to handle change.
• Excellent problem solving and analysis skills.
• Must be able to work well under pressure and consistently meet deadlines.
• Ability to work as part of a team or to be self-directed as required.
• Practiced at working as part of a global team (including outsourcing) spanning multiple time zones.
• Understand cultural differences and be effective working in a diverse environment.
• Passion for learning and prepared to go the “extra mile”.
• You care about what you do, and what we do.
  
  

Who WE are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

What we OFFER

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter
  
  

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society - are essential to our future. We’re committed to protecting and restoring nature - from mangrove forests to the bees in our backyard - by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. Were building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day - the Global Day of Giving.
  
  

For more information, please see axaxl.com/sustainability.

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