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

We offer

Private health insurance

EPAM Employees Stock Purchase Plan

100% paid sick leave

Referral Program

Professional certification

Language courses

EPAM is a leading digital transformation services and product engineering company with 61,700+ EPAMers in 55+ countries and regions. Since 1993, our multidisciplinary teams have been helping make the future real for our clients and communities around the world. In 2018, we opened an office in Spain that quickly grew to over 1,450 EPAMers distributed between the offices in Málaga, Madrid and Cáceres as well as remotely across the country. Here you will collaborate with multinational teams, contribute to numerous innovative projects, and have an opportunity to learn and grow continuously.

Why Join EPAM

WORK AND LIFE BALANCE. Enjoy more of your personal time with flexible work options, 24 working days of annual leave and paid time off for numerous public holidays.

CONTINUOUS LEARNING CULTURE. Craft your personal Career Development Plan to align with your learning objectives. Take advantage of internal training, mentorship, sponsored certifications and LinkedIn courses.

CLEAR AND DIFFERENT CAREER PATHS. Grow in engineering or managerial direction to become a People Manager, in-depth technical specialist, Solution Architect, or Project/Delivery Manager.

STRONG PROFESSIONAL COMMUNITY. Join a global EPAM community of highly skilled experts and connect with them to solve challenges, exchange ideas, share expertise and make friends.