Senior End-User Support

EPAM Systems; España; Presencial; EUR 42.000 - 65.000; Jornada completa

Descripción de la vacante

EPAM Systems in Madrid, Spain, is seeking a Senior End-User Support to join our IT Service Support team in a hybrid setup. You will act as a key technical resolver for Temenos AAA-based banking systems, analyzing incidents, maintaining health, and driving improvements to reduce downtime for a wealth management organization.

This shift-based role requires precision under pressure, a strong commitment to reliable solutions, and collaboration across environments.

Formación

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• Experience in second-line IT support in financial services or regulated environments is preferred.

Responsabilidades

• Serve as the technical escalation point for second-line support of end-user and AAA-related issues.
• Investigate incidents using logs, traces, and monitoring tools (e.g., Splunk, Dynatrace).
• Diagnose root causes involving application logic or configuration and coordinate fixes.
• Perform regular system health checks and maintain runbooks and recovery guides.
• Propose automation solutions and continuous improvements to reduce recurring incidents.
• Participate in post-incident reviews, documenting findings and recommendations for resilience.
• Ensure strict adherence to internal policies, regulatory standards and audit guidelines.
• Log all activities in ServiceNow and assist with KPI and availability reporting.
• Provide on-call support and escalation during critical outages or major releases.

Conocimientos

ITIL knowledge

Analytical thinking

Under pressure decisions

English communication

Ownership & reliability

On-call flexibility

Educación

Bachelor's degree in Computer Science/IT or equivalent

Herramientas

Temenos Triple A (AAA)

Splunk

Dynatrace

JBoss EAP/WildFly

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.

Responsibilities

• Serve as the technical escalation point for second-line support of end-user and AAA-related issues
• Conduct 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 fixes
• Perform regular system health checks and maintain detailed runbooks and recovery guides
• Propose automation solutions and continuous improvements to reduce recurring incidents
• Participate in post-incident reviews, documenting findings and recommendations for system resilience
• Ensure strict adherence to internal policies, regulatory standards and audit guidelines
• Log all activities accurately in ServiceNow and assist with KPI and availability reporting
• Provide on-call support and elevate during critical outages or major releases

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent
• 3–5 years of experience in second-line IT support in a financial services or regulated environment
• Familiarity with ITIL processes: Incident, Problem, Change, Event Management
• Strong analytical and structured problem-solving skills
• Calm and effective decision-making under pressure, particularly during payment or system outages
• Business-fluent English communication skills (written and verbal)
• High sense of ownership, precision and reliability
• Flexibility for on-call duties, weekend shifts and critical work during releases

Nice to have

• Knowledge of Temenos Triple A (AAA) architecture and components
• Experience with JBoss EAP / WildFly, JVM tuning and deployment practices
• Database skills: querying, reading logs, executing scripts
• Familiarity 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 management