Senior Application Support Analyst (2nd level)

EPAM Systems Inc; Comunidad de Madrid; Ibrido; EUR 40.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Private health insurance

EPAM Employees Stock Purchase Plan

100% paid sick leave

Referral Program

Professional certification

Language courses

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

ITIL processes

Incident management

Analytical mindset

Communication skills

English proficiency

Formazione

Bachelor's degree in Computer Science or related field

Strumenti

Splunk

Dynatrace

ServiceNow

Temenos AAA

JBoss EAP/WildFly

Descrizione del lavoro

Every minute of downtime in private banking can mean missed opportunities and lost trust. The Senior Application Support 2nd level role in Madrid is shift-based and sits at the heart of operational stability for critical systems. When issues escalate beyond first-line support, this role is the technical backbone that keeps services running and clients confident. You decide how quickly and precisely incidents are resolved, shaping the reliability that clients expect. The person in this role makes the difference between disruption and seamless service.This is a hybrid role based in Madrid's city center, ideal for those eager to thrive in a dynamic environment and make a significant impact in private banking technology. Join EPAM and contribute to shaping the future of financial services in Spain!ResponsibilitiesServe as the primary technical escalation point for first-line support regarding incidents and service disruptionsConduct detailed investigations into failed transactions, stuck processes, interface timeouts and queue build-ups using logs and database tracesPerform routine health checks and operational maintenance to guarantee platform stabilityMaintain and enhance runbooks, standard operating procedures and recovery guides for recurring scenariosDocument findings and contribute to actionable recommendations during Post-Incident ReviewsEnsure full compliance with internal policies, regulatory standards and audit requirementsLog all support activities accurately within the service management toolAssist in generating operational key performance indicators and availability reports for leadership reviewParticipate in shift-based operations including off-hours, weekend rotations and on-call coverage for critical releasesPropose and contribute to long-term solutions that reduce ticket volumes and prevent recurrenceRequirementsBachelor’s degree in Computer Science, Information Technology or equivalent qualificationThree to five years of proven experience in second-line IT support within financial services, wealth management or similar environmentsFamiliarity with ITIL processes including incident, problem, change and event managementStrong analytical mindset with a structured, methodical approach to problem-solvingAbility to remain calm and decisive under pressure during critical outagesExcellent written and verbal communication skills in EnglishOwnership-driven work ethic characterized by high reliability and precisionFlexible availability for on-call duties, weekend shifts and emergency interventionsProficiency with monitoring and diagnostics tools such as Splunk and DynatraceStrong understanding of ticketing and service management systems like ServiceNowNice to haveWorking knowledge of Temenos Triple A (AAA) architecture, modules and componentsExperience with JBoss EAP or WildFly application server deployment, logging and JVM tuning basicsDatabase administration skills including writing queries, reading alert logs and executing scriptsFamiliarity with messaging systems such as IBM MQUnderstanding of payment messaging standards and schemes including SWIFT MT/MX, SEPA and Instant PaymentsExposure to other Temenos applications such as T24 or TPHWe offerPrivate health insuranceEPAM Employees Stock Purchase Plan100% paid sick leaveReferral ProgramProfessional certificationLanguage coursesEPAM is a leading digital transformation services and product engineering company with 61,700+ EPAMers in 55+ countries and regions. Since 1993, our multidisciplinary teams have been helping make the future real for our clients and communities around the world. In 2018, we opened an office in Spain that quickly grew to over 1,450 EPAMers distributed between the offices in Málaga, Madrid and Cáceres as well as remotely across the country. Here you will collaborate with multinational teams, contribute to numerous innovative projects, and have an opportunity to learn and grow continuously.Why Join EPAMWORK AND LIFE BALANCE. Enjoy more of your personal time with flexible work options, 24 working days of annual leave and paid time off for numerous public holidays.CONTINUOUS LEARNING CULTURE. Craft your personal Career Development Plan to align with your learning objectives. Take advantage of internal training, mentorship, sponsored certifications and LinkedIn courses.CLEAR AND DIFFERENT CAREER PATHS. Grow in engineering or managerial direction to become a People Manager, in-depth technical specialist, Solution Architect, or Project/Delivery Manager.STRONG PROFESSIONAL COMMUNITY. Join a global EPAM community of highly skilled experts and connect with them to solve challenges, exchange ideas, share expertise and make friends.