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 Service Now
Nice to have Working knowledge of Temenos Triple‑A (AAA) architecture, modules and components
Experience with JBoss EAP or Wild Fly 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 #J-18808-Ljbffr

📌 Senior Application Support Analyst (2nd Level) (Santander)
🏢 EPAM Systems
📍 Santander