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 Versátil 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