Senior End-User Support
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!
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 escalate 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
