IT Service 2nd Level Support (Banking)

We are still looking for the very Top Talentand we would be delighted if you were to join our team More in details UST is a multinational company based in North America certified as a Top Employer and Great Place to Work company with over 35000 employees all over the world and presence in more than 35 countries. We are leaders on digital technology services and we provide large-scale technologic solutions to big companies. What we look for We are looking for an IT Service 2nd Level Support Specialist (Banking Experience) to join our team. This role is key in ensuring stability and performance across critical banking systems acting as the main escalation point for complex technical issues. Location Hybrid in Madrid (3x2) Key Responsibilities - Act as the primary technical escalation point for 1st line support and automated monitoring - Investigate and resolve complex incidents such as failed transactions stuck processes or system bottlenecks - Perform root cause analysis using logs database traces and monitoring tools (e.g. Splunk Dynatrace) - Ensure system stability through proactive health checks and monitoring activities - Maintain and improve runbooks SOPs and recovery procedures - Collaborate in incident resolution and coordinate fixes across teams - Participate in post-incident reviews and define preventive actions - Ensure compliance with internal policies and regulatory standards - Log and track activity in ServiceNow and support KPI/report generation - Contribute to automation and continuous improvement initiatives Mandatory requirements - Bachelors degree in Computer Science IT or similar field - 35 years of experience in 2nd line IT support ideally in banking or financial services - Strong understanding of ITIL processes (Incident Problem Change Event Management) - Analytical mindset and structured troubleshooting skills - Ability to work under pressure and handle critical incidents calmly - Fluent English (written and spoken) - Availability for shift work on-call rotations and weekend support - Strong ownership reliability and attention to detail Nice to have - Experience with Temenos Triple A (AAA) systems - Knowledge of JBoss / WildFly (deployment logging JVM basics) - Database skills (queries logs scripts execution) - Experience with messaging systems (IBM MQ or similar) - Knowledge of payment schemes SWIFT MT/MX SEPA Instant Payments - Familiarity with Temenos applications (T24 TPH) - Experience with ServiceNow What can we offer - 23 days of Annual Leave plus the 24th and 31st of December as discretionary days - Numerous benefits (Health Care Plan Internet Connectivity Life and Accident Insurances). - Retribución Flexible Program (Meals Kinder Garden Transport online English lessons Health Care Plan) - Free access to several training platforms - Professional stability and career plans - UST also compensates referrals from which you could benefit when you refer professionals. - The option to pick between 12 or 14 payments along the year. - Real Work Life Balance measures (flexibility WFH or remote work policy compacted hours during summertime) - UST Club Platform discounts and gym Access discounts If you would like to know more do not hesitate to apply and well get in touch to fill you in details. UST is waiting for you In UST we are committed to equal opportunities in our selection processes and do not discriminate based on race gender disability age religion sexual orientation or nationality. We have a special commitment to Disability Inclusion so we are interested in hiring people with disability certificate. Skills Application Support ITSM