We're looking for a Senior End-User Support to join our team in Madrid, Spain in a hybrid working mode. In this role, you will act as a key technical resolver within the IT Service Support team, ensuring the stability and security of banking systems — primarily Temenos Triple A (AAA) — across multiple environments. You will analyze complex incidents, maintain system health and drive improvements that reduce downtime and optimize business continuity for a leading global wealth management organization. This is a shift-based operational role that requires flexibility, precision under pressure and a strong commitment to delivering reliable solutions for business-critical systems. This is a hybrid role based in Madrid, adecuado for those eager to thrive in a dynamic environment and make a significant impact in private banking technology. Responsibilities Serve as the technical escalation point for second-line support of end-user and AAA-related issues Conduct in-depth investigations into incidents such as failed transactions, stuck processes, or interface timeouts using logs, database traces, and monitoring tools (e.G., Splunk, Dynatrace) Diagnose root causes involving application logic or configuration and resolve or coordinate fixes Perform regular system health checks and maintain detailed runbooks and recovery guides Propose automation solutions and continuous improvements to reduce recurring incidents Participate in post-incident reviews,



documenting findings and recommendations for system resilience Ensure strict adherence to internal policies, regulatory standards and audit guidelines Log all activities accurately in Service Now and assist with KPI and availability reporting Provide on-call support and elevate during critical outages or major releases Requirements Bachelor’s degree in Computer Science, Information Technology, or equivalent 3–5 years of experience in second-line IT support in a financial services or regulated environment Familiarity with ITIL processes: Incident, Problem, Change, Event Management Strong analytical and structured problem-solving skills Calm and effective decision-making under pressure, particularly during payment or system outages Business-fluent English communication skills (written and verbal) High sense of ownership, precision and reliability Flexibility for on-call duties, weekend shifts and critical work during releases Nice to have Knowledge of Temenos Triple A (AAA) architecture and components Experience with JBoss EAP / Wild Fly, JVM tuning and deployment practices Database skills: querying, reading logs, executing scripts Familiarity with messaging systems (IBM MQ or similar) Understanding of payment messaging standards (SWIFT MT/MX, SEPA, Instant Payments) Knowledge of other Temenos applications (T24, TPH) Experience using Service Now for incident and service management #J-18808-Ljbffr

📌 Senior End-User Support (España)
🏢 Epam Systems
📍 España