At Lognext we have been accompanying companies and teams for more than 18 years to identify and implement the technology necessary to advance, making their challenges and objectives our own and getting closer to their reality. Therefore, being a NEXTER means that your career and talent become meaningful to you and those around you, allowing you to build what matters most to you and reach your next level.

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We are looking for an L2 Application / Production Support Engineer to join our team for a multinational leader in the financial sector , working within its Record Keeping Operations (RKO) area.

You will join the Recording team , responsible for the platforms that capture, store and make voice communications available in a highly regulated and business-critical production environment.
This is a BAU-focused L2 support position , adecuado for someone with a solid technical foundation across systems, networking and databases, strong troubleshooting skills and the ability to manage incidents effectively while keeping stakeholders informed.

Key Responsibilities:

Provide L2 Application / Production Support for critical Voice Recording platforms.
Manage day-to-day BAU operations , ensuring the stability and availability of production services.
Perform user administration, including user creation and configuration within Recording platforms.
Carry out regular health checks, monitoring and operational validations .
Investigate, troubleshoot and resolve application and infrastructure-related incidents.
Analyse logs, system behaviour and database information to identify the root cause of issues.
Query and validate information in MySQL and Microsoft SQL Server databases .
Manage incidents, service requests, changes and operational tickets following established procedures.
Escalate complex incidents to higher support levels when required,



providing clear technical context and evidence.
Coordinate with Infrastructure, Network, Database, Telephony, Application and other technical teams to resolve production issues.
Keep stakeholders informed throughout the incident lifecycle, providing clear updates on impact, progress and resolution.
Follow operational procedures, documentation and IT service-management best practices.

Skills:

Essential:
Around 2–5 years of experience in IT Support, Application Support, Production Support or a similar technical support position.
Strong troubleshooting and incident-resolution skills within production environments.
Good understanding of basic Networking concepts , including IP addressing, subnets, ports, TCP/UDP and firewalls.
Hands-on experience working with relational databases, particularly MySQL and Microsoft SQL Server (MSSQL) .
Ability to perform database searches, queries and data validations as part of incident investigation.
Knowledge of Windows and/or Linux environments .
Ability to understand technical issues, identify the right teams to involve and drive incidents through to resolution.
Strong communication skills and confidence working with multiple technical teams and stakeholders.

Desirable:
Previous experience with Voice Recording or communications-recording platforms.
Experience with NICE and/or Verint , the main Recording platforms used within the environment.
Knowledge of Telephony environments and Cisco technologies .
Previous experience working within banking,



financial services or other business-critical production environments .
Knowledge of ITIL practices and experience working with:
Incident Management
Problem Management
Change Management
Escalation processes
Incident communication and follow-up

On-call Rotation:

The position includes an on-call rotation , although this will not start immediately.
You will first receive the necessary training and gain autonomy within the environment. Participation is expected approximately after the first 6 months , depending on your progression and readiness.
Once incorporated into the rotation, it will be approximately 1 full week of on-call support every 7 weeks .

Job Conditions & Benefits:
Permanent contract.
Work within a multinational and highly regulated financial environment .
Competitive salary.
Professional Development: Access to an annual budget dedicated to advancing your skills through professional certifications.

You will join a critical technology environment where service reliability, troubleshooting and effective incident management are essential. If you enjoy understanding how systems behave in production, investigating technical issues and coordinating their resolution, this could be a great opportunity to take your support career to the next level.

Are you ready for your NEXT LEVEL ? xiphteb
In Lognext we are committed to equality between women and men and as proof of this we have a registered and published Lognext Equality Plan. We also believe that multiculturalism is a source of values, experiences and knowledge that add value to our projects, which is why we believe in diversity, and we are committed to it. We work every day to create environments where people are treated with respect and dignity no matter where they come from, we do not discriminate based on race, religion or beliefs, ethnicity, disability, age, nationality, marital status, sexual orientation, or gender

📌 Applications Support - Recording Operations (Madrid)
🏢 Lognext
📍 Madrid