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.LocationHybrid in Madrid (3x2)Key ResponsibilitiesAct as the primary technical escalation point for 1st line support and automated monitoringInvestigate and resolve complex incidents such as failed transactions, stuck processes, or system bottlenecksPerform root cause analysis using logs, database traces, and monitoring tools (Splunk, Dynatrace)Ensure system stability through proactive health checks and monitoring activitiesMaintain and improve runbooks, SOPs, and recovery proceduresCollaborate in incident resolution and coordinate fixes across teamsParticipate in post‑incident reviews and define preventive actionsEnsure compliance with internal policies and regulatory standardsLog and track activity in Service Now and support KPI/report generationContribute to automation and continuous improvement initiativesMandatory RequirementsBachelor’s degree in Computer Science, IT, or similar field3–5 years of experience in 2nd line IT support, ideally in banking or financial servicesStrong understanding of ITIL processes (Incident, Problem, Change,



Event Management)Analytical mindset and structured troubleshooting skillsAbility to work under pressure and handle critical incidents calmly Fluent English (written and spoken)Availability for shift work, on‑call rotations, and weekend supportStrong ownership, reliability, and attention to detailNice to HaveExperience with Temenos Triple A (AAA) systemsKnowledge of JBoss / Wild Fly (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 PaymentsFamiliarity with Temenos applications (T24, TPH)Experience with Service NowBenefits23 days of Annual Leave plus the 24th and 31st of December as discretionary daysHealth Care Plan, Internet Connectivity, Life and Accident InsurancesRetribución Versátil Program: meals, kinder garden, transport, online English lessons, Health Care PlanFree access to several training platformsProfessional stability and career plansReferral compensation when you refer professionalsOption to pick between 12 or 14 payments along the yearReal Work Life Balance measures (flexibility, WFH or remote work policy, compacted hours during summertime)Club platform discounts and gym access discountsEqual Opportunity StatementIn 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.SkillsApplication Support, ITSM

📌 It Service 2nd Level Support (Banking) - Hybrid (Madrid)
🏢 Anonymous
📍 Madrid