Role Description
We are still looking for the very Top Talent…and we would be delighted if you were to join our team
More in details, UST is a multinational company based in North America, certified as a Top Employer and Great Place to Work company with over 35.000 employees all over the world and presence in more than 35 countries. We are leaders on digital technology services, and we provide large-scale technologic solutions to big companies.
What we look for?
We are looking for an IT Service 2nd Level Support Specialist (Banking Experience) to join our team. This role is key in ensuring stability and performance across critical banking systems, acting as the main escalation point for complex technical issues.
Location: Hybrid in Madrid (3x2)
Key Responsibilities
Act as the primary technical escalation point for 1st line support and automated monitoring s
Investigate and resolve complex incidents such as failed transactions, stuck processes, or system bottlenecks
Perform root cause analysis using logs, database traces, and monitoring tools (e.g., Splunk, Dynatrace)
Ensure system stability through proactive health checks and monitoring activities
Maintain and improve runbooks, SOPs, and recovery procedures
Collaborate in incident resolution and coordinate fixes across teams
Participate in post-incident reviews and define preventive actions
Ensure compliance with internal policies and regulatory standards
Log and track activity in ServiceNow and support KPI/report generation
Contribute to automation and continuous improvement initiatives
Mandatory Requirements
Bachelor’s degree in Computer Science, IT, or similar field
3–5 years of experience in 2nd line IT support, ideally in banking or financial services
Strong understanding of ITIL processes (Incident, Problem, Change, Event Management)
Analytical mindset and structured troubleshooting skills
Ability to work under pressure and handle critical incidents calmly
Fluent English (written and spoken)
Availabil
📌 IT Service 2nd Level Support (Madrid)
🏢 Ust
📍 Madrid