This role will operate at a central level and serve several geographies (France, UK, Belgium, Germany, and other countries to come). The eCare Support Technical Lead is responsible for the eCare support function and the design and implementation of new enhancements handled by the BAU team.
Who are you?The Support Technical Lead role must ensure that:
Production incidents are resolved quickly.Hotfixes and releases are properly communicated and handled.New enhancements are developed as per Salesforce standards, ensuring the best technical solution is implemented and is scalable.The team is up to date with new Salesforce releases.Maintenance of the platform, i.e., critical updates.What does your day-to-day look like?Technical referent for the eCare support team.Quick resolution of production incidents.Ensure the team follows an efficient agile DevOps methodology.Ensure adherence to Salesforce standards and avoid building enhancements that are difficult to maintain.Answer business and support team questions.Technical monitoring of the platform.Improve support performance and proactive actions.Propose Salesforce innovations and identify opportunities to improve the solution.Collaborate with multiple teams (across several countries and assets) to define the best design options.Your ProfileYour skills and experience: Salesforce expertise and technical background (certifications).System integrations & API design expertise (many global and local integrations).Experience in consulting.Experience of Salesforce international deployment.Experience in agile methodologies (Scrum, DevOps).Development skills.Data migration knowledge.Promoting the latest digital innovations.Business value-oriented.Problem-solving skills.Team player, with the ability to work with various stakeholders.KPIs monitoring skills.Project management skills.Good understanding of governance and organization (raising issues to the right stakeholders depending on the risk level).Language skills: English.Beneficial (not mandatory): Case management knowledge.Experience in the assistance or insurance sector.Experience with nearshore/offshore teams.About AXAAXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services that satisfy their needs in the areas of insurance, personal protection, saving, and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients.
We are transforming from payer to partner for our clients, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity, and One AXA.
About the EntityAXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance, and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We OfferBy joining AXA Partners, you will work in a responsible company that offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
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