Senior 2nd‑Line Application Support Engineer – Hybrid Madrid

EPAM Systems Inc; Comunidad de Madrid; Hybrid; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Private health insurance

EPAM Employees Stock Purchase Plan

100% paid sick leave

Referral Program

Professional certification

Language courses

Job summary

EPAM Systems Inc. in Madrid seeks a Senior Application Support 2nd level to act as the primary escalation point for incidents and service disruptions, ensuring platform stability and timely resolutions.

The role involves deep investigations using logs and traces, health checks, and maintaining runbooks while complying with regulatory standards. Hybrid role based in Madrid city center with on-call duties, weekend rotations and critical release support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or equivalent.
• 3–5 years of proven experience in second-line IT support within financial services.
• Strong knowledge of ITIL incident, problem, change and event management.

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 KPIs 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.

Skills

ITIL processes

Incident management

Analytical mindset

Communication skills

English proficiency

Education

Bachelor's degree in Computer Science or related field

Tools

Splunk

Dynatrace

ServiceNow

Temenos AAA

JBoss EAP/WildFly

Job description

EPAM Systems Inc. in Madrid seeks a Senior Application Support 2nd level to act as the primary escalation point for incidents and service disruptions, ensuring platform stability and timely resolutions.

The role involves deep investigations using logs and traces, health checks, and maintaining runbooks while complying with regulatory standards. Hybrid role based in Madrid city center with on-call duties, weekend rotations and critical release support.