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We are still looking for the very Top Talent… and we would be delighted if you were to join our team

More in detail,
UST
is a multinational company based in North America, certified as a
*Top Employer*
and
*Great Place to Work*
, with over 35,000 employees worldwide and presence in more than 35 countries. We are leaders in digital technology services, providing large-scale technological solutions to top-tier companies.

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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.

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Key Responsibilities:
- Act as the primary technical escalation point for 1st line support and automated monitoring alerts
- 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

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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)
- Availability for shift

📌 IT Service 2nd Level Support (Madrid)
🏢 UST España & Latam
📍 Madrid