ppWe'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, idóneo for those eager to thrive in a dynamic environment and make a significant impact in private banking technology. /ph3Responsibilities /h3ulliServe as the technical escalation point for second-line support of end-user and AAA-related issues /liliConduct 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) /liliDiagnose root causes involving application logic or configuration and resolve or coordinate fixes /liliPerform regular system health checks and maintain detailed runbooks and recovery guides /liliPropose automation solutions and continuous improvements to reduce recurring incidents /liliParticipate in post-incident reviews,



documenting findings and recommendations for system resilience /liliEnsure strict adherence to internal policies, regulatory standards and audit guidelines /liliLog all activities accurately in ServiceNow and assist with KPI and availability reporting /liliProvide on-call support and elevate during critical outages or major releases /li /ulh3Requirements /h3ulliBachelor’s degree in Computer Science, Information Technology, or equivalent /lili3–5 years of experience in second-line IT support in a financial services or regulated environment /liliFamiliarity with ITIL processes: Incident, Problem, Change, Event Management /liliStrong analytical and structured problem-solving skills /liliCalm and effective decision-making under pressure, particularly during payment or system outages /liliBusiness-fluent English communication skills (written and verbal) /liliHigh sense of ownership, precision and reliability /liliFlexibility for on-call duties, weekend shifts and critical work during releases /li /ulh3Nice to have /h3ulliKnowledge of Temenos Triple A (AAA) architecture and components /liliExperience with JBoss EAP / WildFly, JVM tuning and deployment practices /liliDatabase skills: querying, reading logs, executing scripts /liliFamiliarity with messaging systems (IBM MQ or similar) /liliUnderstanding of payment messaging standards (SWIFT MT/MX, SEPA, Instant Payments) /liliKnowledge of other Temenos applications (T24, TPH) /liliExperience using ServiceNow for incident and service management /li /ul /p #J-18808-Ljbffr

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