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Digital Service Owner

vor 2 Wochen

Zurich, Schweiz NatWest Group Vollzeit

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in Switzerland and as such all normal working days must be carried out in Switzerland.

Join us as a Digital Service Owner in Zurich.
- We're looking for a skilled and dedicated Digital Service Owner to join our team as we provide exceptional production support for our online banking platform.
- You’ll be responsible for overseeing the operation, maintenance, and continuous improvement of our online banking services, ensuring a seamless user experience and efficient incident resolution specifically related to the platform.
- It’s an opportunity to make a real impact and be pivotal in the success of our business, while benefiting from great variety and stakeholder exposure.

**What you'll do**:
As a Digital Service Owner, you will take end-to-end ownership of the online banking production service, including incident management, problem management, and service improvement initiatives. We are in the process of transitioning to a new online banking platform, which utilizes Backbase as a vendor. Initially, the role will also assume responsibility of both our legacy platform and the new solution.

You will manage a team of Production Support Engineers to lead the timely resolution of production incidents, working closely with cross-functional teams, including IT operations, developers, technical experts from downstream systems and business stakeholders, to ensure quick and effective incident resolution.

You will support your team to develop a deep understanding of the Backbase platform, its capabilities, and its integration points with other systems. As such, you'll establish an environment of continual learning and feedback with particular focus on automation, scalability, continuous integration, and continuous delivery.

You’ll also:

- Define and monitor service level agreements (SLAs) for incident response and resolution specific to the Backbase platform, ensuring adherence to established targets. Regularly report on SLA performance across various stakeholder groups and identify areas for improvement.
- Continuously identify areas for service improvement related to the Backbase platform and drive initiatives to enhance the stability, reliability, and performance. Collaborate with development teams and Backbase vendor resources to implement preventive measures and reduce incident recurrence, enhance the incident management process to ensure efficient incident resolution and mínimal impact to customers.
- Ensure the team maintain comprehensive documentation of e-banking / Backbase specific to code transition to the Production environment as well as incident resolutions, known errors, and workarounds. Develop and update knowledge base articles and standard operating procedures related to the Backbase platform to facilitate efficient incident.
- Manage vendor relationships and relevant commercial contracts
- Stay up to date with industry trends, best practices, and emerging technologies related to the Backbase platform and online banking.

**The skills you'll need**:
We’re looking for someone with proven experience in a production support role or digital service ownership in a similar domain. You’ll also need to be a capable communicator who collaborates effectively with cross-functional teams at all levels with the ability to handle multiple priorities simultaneously.

Additionally, you’ll need:

- Experience with Mobile apps & Web technologies.
- Solid understanding of ITIL best practices, particularly incident management, problem management, and service improvement.
- Understanding and practicing Agile, DevOps including continuous delivery and integration.
- Proactivity and self-driven attitude
- Excellent analytical and problem-solving skills

**Inclusion**:
At NatWest Group, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles.

**Who we are**:
NatWest Services (Switzerland) Ltd is an IT service provider and change enabler for the Wealth Businesses of NatWest Group. Our experienced teams are dedicated, determined and enthusiastic in using their capability and drive for innovation to design, build, maintain and run the delivery of an exceptional and sustainable service to UHNW, High Net Worth and Affluent clients.

The NatWest Group Wealth entities offer its clients a comprehensive range of private banking, wealth planning and investment management services through the Coutts, Private Client Advice & Investment Services (PCAIS) and Premier Banking brands. To anticipate and respond to changing client demand, there is a growing emphasis on delivering a full range of innovative digital services.