Senior Application Support Analyst (2nd level)

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Senior Application Support Analyst (2nd level) | JobCheckPoint

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!

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

Pay

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Senior Application Support Analyst (2nd level)

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