Senior End-User Support

EPAM Systems, Inc.; Madrid; Híbrido; EUR 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance

Stock Purchase Plan

Paid time off

Career development

Descripción de la vacante

EPAM Systems, Inc. in Madrid is seeking a Senior End-User Support to join our IT Service Support team in a hybrid setup.

You will be the technical escalation point for second-line support of End-User and Temenos AAA issues, analyzing complex incidents and coordinating fixes to ensure system stability and business continuity for financial services systems. The role requires 3–5 years in IT support within regulated environments, strong ITIL experience, and excellent English.

Formación

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• 3–5 years of second-line IT support in financial services or regulated environments.
• Familiarity with ITIL processes: Incident, Problem, Change, Event Management.
• Business-fluent English communication (written and spoken).
• Willingness for on-call duties, including weekends and critical releases.

Responsabilidades

• Act as the technical escalation point for second-line end-user and AAA-related issues.
• Conduct in-depth incident investigations using logs, traces, and monitoring tools.
• Diagnose root causes in application logic or configuration and coordinate fixes.
• Perform regular system health checks and maintain runbooks and recovery guides.
• Propose automation and improvements to reduce recurring incidents.
• Participate in post-incident reviews and document findings for resilience.
• Log activities in ServiceNow and support KPI/availability reporting.
• Provide on-call support during outages or major releases.

Conocimientos

Incident management

Root-cause analysis

English communication

On-call readiness

Ownership

Educación

Bachelor's degree in Computer Science/IT

Herramientas

Temenos Triple A (AAA)

JBoss EAP / WildFly

IBM MQ

Splunk/Dynatrace

ServiceNow

Descripción del empleo

We're looking for a Senior End-User Support to join our team in Madrid, Spain in a hybrid working mode. In this role, you will act as a key technical resolver within the IT Service Support team, ensuring the stability and security of banking systems — primarily Temenos Triple A (AAA) — across multiple environments. You will analyze complex incidents, maintain system health and drive improvements that reduce downtime and optimize business continuity for a leading global wealth management organization.This is a shift-based operational role that requires flexibility, precision under pressure and a strong commitment to delivering reliable solutions for business-critical systems.This is a hybrid role based in Madrid, 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 technical escalation point for second-line support of end-user and AAA-related issuesConduct in-depth investigations into incidents such as failed transactions, stuck processes, or interface timeouts using logs, database traces, and monitoring tools (e.g., Splunk, Dynatrace)Diagnose root causes involving application logic or configuration and resolve or coordinate fixesPerform regular system health checks and maintain detailed runbooks and recovery guidesPropose automation solutions and continuous improvements to reduce recurring incidentsParticipate in post-incident reviews, documenting findings and recommendations for system resilienceEnsure strict adherence to internal policies, regulatory standards and audit guidelinesLog all activities accurately in ServiceNow and assist with KPI and availability reportingProvide on-call support and escalate during critical outages or major releasesRequirementsBachelor’s degree in Computer Science, Information Technology, or equivalent3–5 years of experience in second-line IT support in a financial services or regulated environmentFamiliarity with ITIL processes: Incident, Problem, Change, Event ManagementStrong analytical and structured problem-solving skillsCalm and effective decision-making under pressure, particularly during payment or system outagesBusiness-fluent English communication skills (written and verbal)High sense of ownership, precision and reliabilityFlexibility for on-call duties, weekend shifts and critical work during releasesNice to haveKnowledge of Temenos Triple A (AAA) architecture and componentsExperience with JBoss EAP / WildFly, JVM tuning and deployment practicesDatabase skills: querying, reading logs, executing scriptsFamiliarity with messaging systems (IBM MQ or similar)Understanding of payment messaging standards (SWIFT MT/MX, SEPA, Instant Payments)Knowledge of other Temenos applications (T24, TPH)Experience using ServiceNow for incident and service managementWe 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.