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 integral wealth management organization.

Por favor, lea detenidamente la información de esta oferta de empleo para entender exactamente qué se espera de los posibles candidatos.
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, ideal 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

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