Senior Service Owner (m/f/d)

<h2><b>ABOUT US</b></h2> <p><span>At BASF Digital Hub Madrid we develop innovative digital solutions for BASF, create new exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry. We believe the right path is through creativity, trial and error and great people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities.</span></p> <h2><b>JOIN THE TEAM</b></h2> <p><span><span><span><span>DevHub is a cloud-based developer platform designed to streamline developers' work at BASF, providing essential tools and resources to ensure customer satisfaction. From infrastructure to developer tooling and security, the platform offers a feature-rich DevOps / MLOps experience.</span></span></span></span></p> <p><span><span><span><span>We are in search of a Senior Service Owner who will lead our international support team. This role is pivotal in empowering business entities within BASF to drive maximum leverage from data to achieve business objectives. Our team supports end customers running mission-critical applications, provides feedback to the development team, and contributes to the automation and improvement of our platform stack. The Service Owner will ensure the highest standards of service delivery and support.</span></span></span></span></p> <h2><b>RESPONSIBILITIES</b></h2> <ul> <li><span><span><span><span>Lead and mentor an international support team, fostering a collaborative and high-performance culture.</span></span></span></span></li> <li><span><span><span><span>Take full ownership of the support services, ensuring they meet the needs of end customers and align with business objectives.</span></span></span></span></li> <li><span><span><span><span>Oversee the provision of robust support to end customers using our platform, ensuring the stability and reliability of mission-critical applications.</span></span></span></span></li> <li><span><span><span><span>Act as a liaison between the support and development teams, providing valuable feedback to improve the platform and address customer needs.</span></span></span></span></li> <li><span><span><span><span>Identify opportunities for automation and process improvement within the platform. Develop and implement solutions to enhance efficiency and performance.</span></span></span></span></li> <li><span><span><span><span>Oversee incident management processes, ensuring timely resolution of issues and minimal disruption to end users.</span></span></span></span></li> <li><span><span><span><span>Ensure effective monitoring of platform components (PaaS and IaaS) for availability, performance, and security, taking proactive measures to address potential issues.</span></span></span></span></li> <li><span><span><span><span>Utilize ServiceNow for IT service management, ensuring effective tracking, resolution, and reporting of incidents and service requests.</span></span></span></span></li> <li><span><span><span><span>Ensure adherence to company compliance and security guidelines in all support activities.</span></span></span></span></li> <li><span><span><span><span>Maintain and update documentation related to platform support, including troubleshooting guides, best practices, and knowledge bases.</span></span></span></span></li> <li><span><span><span><span>Work closely with cross-functional teams to deliver high-quality support and continuous improvement of the platform.</span></span></span></span></li> <li><span><span><span><span>Engage with key stakeholders to understand their needs and ensure the support team delivers value to the business</span></span></span></span> </li> </ul> <p> </p> <h2><b>QUALIFICATIONS</b></h2> <ul> <li><span><span><span><span><span>Bachelor’s degree in Computer Science, Information Systems, or a related field.</span></span></span></span></span></li> <li><span><span><span><span><span>Minimum of 4 years of experience in software development and support roles.</span></span></span></span></span></li> <li><span><span><span><span><span>Minimum of 3 years of experience leading support teams.</span></span></span></span></span></li> <li><span><span><span><span><span>Experience in working with cross-functional teams.</span></span></span></span></span></li> <li><span><span><span><span><span>Proficiency in software development frameworks such as .NET, Java, or Node.js. Expertise in Python.</span></span></span></span></span></li> <li><span><span><span><span><span>Experience in providing technical support for mission-critical applications.</span></span></span></span></span></li> <li><span><span><span><span><span>Experience with cloud platforms, particularly Azure. Ability to design, implement, and manage cloud infrastructure for software applications.</span></span></span></span></span></li> <li><span><span><span><span><span>Experience with Terraform for pr