IT Service 2nd Level Support Specialist (Banking Experience)

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 around the world and presence in more than 35 countries. We are leaders on digital technology services, and we provide large‑scale technological solutions to big companies.

Location

Hybrid in Madrid (3x2)

Key Responsibilities

- Act as the primary technical escalation point for 1st line support and automated monitoring
- 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 (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 calmlyFluent English (written and spoken)
- Availability for shift work, on‑call rotations, and weekend support
- Strong ownership, reliability, and attention to detail

Nice to Have

- Experience with Temenos Triple A (AAA) systems
- Knowledge of JBoss / WildFly (deployment, logging, JVM basics)
- Database skills (queries, logs, scripts execution)
- Experience with messaging systems (IBM MQ or similar)
- Knowledge of payment schemes: SWIFT MT/MX, SEPA, Instant Payments
- Familiarity with Temenos applications (T24, TPH)
- Experience with ServiceNow

Benefits

- 23 days of Annual Leave plus the 24th and 31st of December as discretionary days
- Health Care Plan, Internet Connectivity, Life and Accident Insurances
- Retribución Adaptable Program: meals, kinder garden, transport, online English lessons, Health Care Plan
- Free access to several training platforms
- Professional stability and career plans
- Referral compensation when you refer professionals
- Option to pick between 12 or 14 payments along the year
- Real Work Life Balance measures (flexibility, WFH or remote work policy, compacted hours during summertime)
- Club platform discounts and gym access discounts

Equal Opportunity Statement

In UST we are committed to equal opportunities in our selection processes and do not discriminate based on race, gender, disability, age, religion, sexual orientation or nationality. We have a special commitment to Disability & Inclusion, so we are interested in hiring people with disability certificate.

Skills

Application Support, ITSM

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📌 IT Service 2nd Level Support (Banking) - Hybrid (Madrid)
🏢 Ust
📍 Madrid