Senior Service Owner (m/f/d)

ABOUT US

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.

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. 

WHAT YOU CAN EXPECT

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.

• Leadership: Lead and mentor an international support team, fostering a collaborative and high-performance culture.
• Service Ownership: take full ownership of the support services, ensuring they meet the needs of end customers and align with business objectives.
• Customer Support: Oversee the provision of robust support to end customers using our platform, ensuring the stability and reliability of mission-critical applications. 
• Feedback loop: Act as a liaison between the support and development teams, providing valuable feedback to improve the platform and address customer needs. 
• Automation and Improvement: Identify opportunities for automation and process improvement within the platform. Develop and implement solutions to enhance efficiency and performance. 
• Incident Management: Oversee incident management processes, ensuring timely resolution of issues and minimal disruption to end users. 
• Platform Monitoring: Ensure effective monitoring of platform components (PaaS and IaaS) for availability, performance, and security, taking proactive measures to address potential issues. 
• ServiceNow Management: Utilize ServiceNow for IT service management, ensuring effective tracking, resolution, and reporting of incidents and service requests. 
• Compliance and Security: Ensure adherence to company compliance and security guidelines in all support activities. 
• Documentation: Maintain and update documentation related to platform support, including troubleshooting guides, best practices, and knowledge bases. 
• Collaboration: Work closely with cross-functional teams to deliver high-quality support and continuous improvement of the platform. 
• Stakeholder Management: Engage with key stakeholders to understand their needs and ensure the support team delivers value to the business

REQUIREMENTS OF THE POSITION

• Bachelor’s degree in computer science, Information Systems, or a related field.
• Minimum of 4 years of experience in software development and support roles. 
• Minimum of 3 years of experience leading support teams. 
• Experience in software development methodologies such as Kanban or Scrum. 
• Experience in working with cross-functional teams.
• Proficiency in software development frameworks such as .NET, Java, or Node.js. Ability to design, implement, and manage software applications. Expertise in Python. 
• Demonstrated experience in providing technical support for mission-critical applications. 
• Demonstrated experience with cloud platforms, particularly Azure. Ability to design, implement, and manage cloud infrastructure for software applications.
• Experience with Terraform for provisioning and managing infrastructure. Ability to write and maintain modular, reusable, and scalable Terraform code. 
• Experience designing and implementing solutions to automate the development and release cycle of software applications using CI/CD pipelines. Familiarity with GitHub Actions or similar tools is highly desirable. 
• Extensive experience with ServiceNow for IT service management, including incident, problem, and change management. 
• Experience with monitoring tools and practices to ensure platform reliability and performance. 
• Proven experience working in Agile environments. Strong understanding of Agile principles and practices, including Scrum or Kanban. Ability to collaborate effectively with cross-functional teams. 
• Excellent interpersonal and communication skills. Ability to work collaboratively with team members, stakeholders, and clients to achieve project goals. 
• Strong analytical and problem-solving abilities. Capacity to troubleshoot complex technical issues and provide innovative solutions. 
• Commitment to staying updated with the latest industry trends, technologies, and best practices. Eagerness to continuously improve skills and knowledge

NICE TO HAVE

• Certifications: Relevant certifications in software development frameworks, Azure, Terraform, Kubernetes, ServiceNow or Agile methodologies are a plus.
• Proficiency in GitHub: Proficiency in GitHub for version control, collaboration, and CI/CD workflows is highly preferred.
• Experience with GitHub Actions: Experience with GitHub Actions for automating CI/CD processes.

WHAT WE OFFER

•  A secure work environment because your health, safety and wellbeing is always our top priority.
• Flexible work schedule and Home-office options, so that you can balance your working life and private life.
• Learning and development opportunities
• 23 holiday days per year
• 5 additional days (readjustment)
• 2 cultural days
• A collaborative, trustful and innovative work environment
• Being part of an international team and work in global projects
• Relocation assistance to Madrid provided

At BASF, the chemistry is right 

Because we are counting on innovative solutions, on sustainable actions, and on connected thinking. And on you. Become a part of our formula for success and develop the future with us - in a global team that embraces diversity and equal opportunities irrespective of gender, age, origin, sexual orientation, disability or belief. 

HOW TO REACH US

If you're interested in the position or know someone who might be and need support on how to take next steps, please send an email to maria.alvarez@basf.com