Senior Technical Operations Administrator

NatWest Group; London; Remote; GBP 80,000 - 100,000

Job description

Join us as a Senior Technical Operations Administrator

At Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry. We’re looking for talented people to help us build simple, convenient, and delightful financial experiences tailored to our customers.

This is a varied role that would suit someone who is flexible and able to think outside the box.

You will help the Operations team by providing technical and system knowledge to help with the resolution, or appropriate escalation of issues impacting our customers.

What you'll do

• Supporting the Operations team with investigation and resolution of technical issues within the system.
• Evaluating and escalating technical or customer related issues when necessary.
• Monitor and report on escalated cases.
• Work closely with technical colleagues to ensure that customer issues and requirements are clearly defined.
• Manage relationships internally to ensure that we prioritise issues fairly.
• Proactively locate issues.
• Consider enhancements to reduce manual intervention.
• QA issues/features/processes from engineers to ensure it fulfils the original request.
• Resolve issues within SLA.
• Categorise tickets to provide useful MI.
• Carry out other ad hoc tasks for management as necessary.

The skills you'll need

To be successful in this role, you’ll need to have excellent problem-solving skills, with the ability to think logically, identify root causes and develop solutions. Attention to detail is key to delivering high quality and robust solutions. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Be able to work independently with minimal guidance.
• Excellent written and verbal communication skills.
• Ability to adapt to constantly changing business environments.
• Experience with Customer Services Software (ideally Zendesk or Jira).
• Pensions industry knowledge.
• Experience of Confluence & Jira.

Hours

35

Job Posting Closing Date:

01/04/2025

Ways of Working: Remote First