IT Service 2nd Level Support (Banking) - Hybrid

IT Service 2nd Level Support Specialist (Banking Experience)

UST is a multinational company based in North America, certified as a Top Employer and Great Place to Work company with over 35,000 employees around the world and presence in more than 35 countries. We are leaders on digital technology services, and we provide large‑scale technological solutions to big companies.

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 (Splunk, Dynatrace)
• Ensure system stability through proactive health checks and monitoring activities
• Maintain and improve runbooks, SOPs, and recovery procedures
• Collaborate in incid...