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. Join EPAM and contribute to shaping the future of financial services in Spain!
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 ServiceNow 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

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