Steven Reyes
Business Information Technology
Zürich
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Application Owner & Service Manager for Interbank Services
Bank Vontobel AG
03.2024 - Current
- Application Management: Responsible for the stability and development of banking applications, ensuring compliance and operational readiness
- Vendor Management: Selection, management, and performance monitoring of external service providers, contract negotiations, and cost management
- Release Management: Planning and coordination of software releases, risk management, and quality assurance
- Project Management: Leading projects for the implementation of interbank services (SWIFT, SIC, SECOM EuroSIC) and instant payments, including planning, integration, testing, and rollout
- Stakeholder Management: Communication with internal and external partners, ensuring compliance with regulatory requirements and security standards
Major Incident & Problem Manager/ Process Analyst (Owner) and Project Manager (Senior)
Julius Bär & Co. AG
03.2022 - 03.2024
- Led the resolution and communication of business-critical Major Incidents, ensuring minimal impact on operations
- Initiated and drove the Problem Management process, identifying risks and recurring issues, and leading cross-functional resolution efforts with PM, PO, ITSO, and support teams (HPSM, ServiceNow)
- Monitored and reported on KPIs, providing insights to improve process performance and drive continuous improvement
- Developed and managed roadmaps for both short- and long-term goals, ensuring alignment with business objectives and timely execution
- Standardized Incident and Problem Management processes across global IT teams in Asia and Europe, enhancing efficiency and consistency
- Managed the migration of applications to the Singapore HUB, collaborating with cross-functional teams, including project managers, legal, security, and compliance experts
- Redesigned and deployed the global IT Incident Matrix, improving incident response across diverse IT landscapes and business processes
- Oversaw End of Day/Start of Day processing and ensured SLAs for critical financial services (ebanking, market pricing, portfolio management)
- Led monitoring improvement projects to enable proactive incident management and faster response times
- Represented the Incident & Problem Management team at the Senior Production Board, influencing strategic decisions
- Delivered knowledge transfer within the ITSO community and contributed to agile training events to foster team development
Major Incident Manager & Tech Support Analyst (Senior)
UBS Group AG
09.2021 - 02.2022
- Coordination of the resolution and communication of business-critical Major Incidents and involvement Cyber vulnerabilities
- Central point of contact to provide an overview of the production health for technology
- Proactively monitor the different IT environment for anomalies using telemetry for Identification, analysis and evaluation of major incidents in IT systems
- Responsible for improving monitoring using Splunk based on the requirements and use cases
- Establish and maintain collaborative working relationships with functional counterparts of the other TOC streams
Application Subject Matter Expert & Business Incident Manager
SIX Payment Service / Worldline
11.2019 - 09.2021
- Coordinated business-critical Major Incidents, ensuring swift resolution and minimal impact on operations
- Active member of the TWINT OPS Board, driving improvements in TWINT processes and interfaces between onboarded banks
- Conducted testing, risk assessments, and quality assurance to validate the effectiveness and reliability of 2FA processes and solutions.
- Subject Matter Expert for applications for TWINT, GICC Protocol, NSP, RiskShield, Alipay, WeChatPay, Crypto Acceptance (Bitcoin Swiss), Payconic, and CRM Solutions
- Proactively monitored IT environments for anomalies, utilizing telemetry tools for the identification, analysis, and evaluation of major incidents
- Provided 2nd and 3rd level support for applications, leveraging tools such as Splunk, Kibana, and SQL queries
- Served as the single point of contact for customers, acting as an interface to internal product management teams
- Created technical statements for internal stakeholders, including Service Delivery Managers, Key Account Managers, B2B customers, and Worldline Press Office
- Led continuous improvements in service availability, performance, capacity, and knowledge/documentation management
- Contributed to projects focused on the introduction of new payment methods and interface solutions
- Led the implementation of process solutions with Issuers, Acquirer Partners, and Merchants in the B2B sector
Support Engineer
Faac Group (HUB Parking Technology)
03.2019 - 10.2019
- 2nd & 3rd level Support, analysis and troubleshooting (Software/ Application)
- Proactively monitor the different IT environment for anomalies using telemetry
- Parameterization, Patching and Deployment of Software
- Setting up web servers (Apache Tomcat & ISS)
- Providing support to B2B customers for projects and maintenances
- Testing, configuration and documentation of newly developed applications and interfaces
- Deployment of virtualized environments (Citrix)
- Responsible for the analysis of network connectivity issues
ICT System Manager
Swisscom AG
08.2017 - 02.2019
- Network Monitoring and 1st & 2nd level support (IPBB, Mobile, Wireless, Data Center, Transport, Cloud, and Infrastructure)
- Managing and dealing Incident, Change und Problem Management Tickets
- Implementation of technical processes in coordination with the business process analysts
- Management of incidents Switzerland-wide
- Responsible for Network configuration using commands for Cisco, Huawei, Ericsson, Alcatel, Juniper and other vendors
Administrator/Employee
Dnata Switzerland AG
03.2014 - 03.2016
- Support for airlines booking systems and worldwide searches systems
- Support for the global lost luggage and retrieval system
- General admin and back-office tasks providing client support
Education
Bachelor of Science - Business Information Technology FH
Kalaidos Fachhochschule
01.2018 - 01.2021
Education as Telematics Technician - EFZ
01.2007 - 01.2011
Skills
- Technology: Requirement Engineering, Business Analysis, Project Management, IT Service Management, Business Development, and KPIs, Cloud Processing, Web Services APIs, Agile / SAFe
- Programming: Python, JSON, SQL, HTML
- Tools: Jira, Confluence, ITSM, HPSM, SNOW/ServiceNow, Atomic Job Processing, Splunk, Kibana, SILK Performance, EMP, Tableau, Dynatrace
- Languages: German (Swiss German), English (Competitive), Spanish (Native)
Personal Information
- Place of Birth: Bolivia
- Date of Birth: 10/22/91
- Permit C in Switzerland since 2002
Hobies
Machine Learning, Technology Transformation, Music, Hiking
Timeline
Application Owner & Service Manager for Interbank Services
Bank Vontobel AG
03.2024 - Current
Major Incident & Problem Manager/ Process Analyst (Owner) and Project Manager (Senior)
Julius Bär & Co. AG
03.2022 - 03.2024
Major Incident Manager & Tech Support Analyst (Senior)
UBS Group AG
09.2021 - 02.2022
Application Subject Matter Expert & Business Incident Manager
SIX Payment Service / Worldline
11.2019 - 09.2021
Support Engineer
Faac Group (HUB Parking Technology)
03.2019 - 10.2019
Bachelor of Science - Business Information Technology FH
Kalaidos Fachhochschule
01.2018 - 01.2021
ICT System Manager
Swisscom AG
08.2017 - 02.2019
Administrator/Employee
Dnata Switzerland AG
03.2014 - 03.2016
Education as Telematics Technician - EFZ
01.2007 - 01.2011
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