Responsibilities

- Serve as the primary technical escalation point for first-line support regarding incidents and service disruptions
- Conduct detailed investigations into failed transactions, stuck processes, interface timeouts and queue build-ups using logs and database traces
- Perform routine health checks and operational maintenance to guarantee platform stability
- Maintain and enhance runbooks, standard operating procedures and recovery guides for recurring scenarios
- Document findings and contribute to actionable recommendations during Post-Incident Reviews
- Ensure full compliance with internal policies, regulatory standards and audit requirements
- Log all support activities accurately within the service management tool
- Assist in generating operational key performance indicators and availability reports for leadership review
- Participate in shift-based operations including off-hours, weekend rotations and on-call coverage for critical releases
- Propose and contribute to long-term solutions that reduce ticket volumes and prevent recurrence

Requirements

- Bachelor’s degree in Computer Science, Information Technology or equivalent qualification
- Three to five years of proven experience in second-line IT support within financial services,



wealth management or similar environments
- Familiarity with ITIL processes including incident, problem, change and event management
- Strong analytical mindset with a structured, methodical approach to problem-solving
- Ability to remain calm and decisive under pressure during critical outages
- Excellent written and verbal communication skills in English
- Ownership-driven work ethic characterized by high reliability and precision
- Versátil availability for on-call duties, weekend shifts and emergency interventions
- Proficiency with monitoring and diagnostics tools such as Splunk and Dynatrace
- Strong understanding of ticketing and service management systems like ServiceNow
- Nice to have Working knowledge of Temenos Triple‑A (AAA) architecture, modules and components
- Experience with JBoss EAP or WildFly application server deployment, logging and JVM tuning basics
- Database administration skills including writing queries, reading alert logs and executing scripts
- Familiarity with messaging systems such as IBM MQ
- Understanding of payment messaging standards and schemes including SWIFT MT/MX, SEPA and Instant Payments
- Exposure to other Temenos applications such as T24 or TPH

📌 Senior Application Support Analyst (España)
🏢 EPAM Systems
📍 España