Senior Application Support Analyst (2nd level)

EPAM Systems Inc; España; Presencial; EUR 42.000 - 64.000; Jornada completa

Descripción de la vacante

EPAM Systems Inc in Spain is seeking an experienced second-line IT support professional to act as the primary technical escalation point for incidents and service disruptions. You will conduct detailed investigations into failed transactions, timeouts, and queue build-ups, using logs and database traces, and perform routine health checks to guarantee platform stability.

The role requires a bachelor’s degree, 3–5 years in similar environments, ITIL familiarity, strong analytical skills, and

Formación

• Bachelor’s degree in Computer Science, Information Technology or equivalent qualification.
• 3–5 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.

Responsabilidades

• 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.

Conocimientos

ITIL processes

Analytical thinking

Communication

On-call readiness

Educación

Bachelor’s degree in Computer Science, Information Technology or equivalent qualification

Herramientas

Splunk

Dynatrace

ServiceNow

Temenos Triple‑A

JBoss EAP / WildFly

IBM MQ

Descripción del empleo

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
• Flexible 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