L2 Application Support Engineer (Banking)- Hybrid, Madrid 3x2

• Provide first-line and second-line technical support to users of the Document Management applications, resolving issues related to system functionality, performance, and data integrity.
• Troubleshoot and resolve technical issues reported by users, either remotely or on-site, and escalate application bugs to the development team for resolution.
• Configure and test new accounts, products, and services within the Document Management applications, ensuring they meet business requirements and are properly integrated with existing systems.
• Verify and validate data entered into the Document Management applications, ensuring accuracy, completeness, and compliance with regulatory requirements.
• Assist users with queries related to the use of the Diamond application, including training and guidance on new features and functionality.
• Identify opportunities to improve the efficiency and effectiveness of the account opening process and work with stakeholders to implement changes and enhancements.
• Generate reports and analyses of data to identify trends, issues, and areas for improvement in the use of the Document Management applications.
• Ensure the application is available, stable, and performing as expected.
• Coordinate with development teams for new feature implementations, updates, or bug fixes.
• Collaborate with other IT teams, such as infrastructure or security, to ensure the application meets required standards, including Java version updates or JBoss version updates.
• Monitor and report on application performance, identifying areas for improvement.
• Develop and maintain documentation, procedures, and training materials for the application.
• Maintain and enhance existing runbooks, SOPs, and recovery guides for common scenarios.
• Recommend improvements to increase system resilience, observability, and mean time to repair (MTTR).
• Propose and contribute to long-term solutions that reduce ticket volumes and prevent recurrence.
• Participate in Post-Incident Reviews and document findings with actionable recommendations.
• Discuss document management topics on a daily basis as part of the CLC team.
• Be familiar with IBM content management applications, such as FileNet and application servers like WebSphere.
• Understand and debug FileNet workflows.
• Participate in the design of new solutions and features.
• Assist the bank in meeting CSSF requirements by adding new controls on database or application layers.
• Understand and create UC4 jobs.
• Write shell scripts.

• Bachelor’s degree in Computer Science, Information Technology, or equivalent qualification.
• 3–5 years of proven experience in second-line IT support, ideally within a private banking or wealth management environment.
• Strong technical skills, including proficiency in:
  • Linux
  • Oracle databases
  • Enterprise software applications
• Strong analytical mindset with a structured problem-solving approach.
• Calm and decisive under pressure.
• Excellent written and verbal communication skills in English (business fluency required).
• Ownership-driven with high reliability and precision.
• Excellent communication and interpersonal skills, with the ability to work effectively with users, stakeholders, and technical teams.
• Methodical and analytical approach to problem-solving, with strong attention to detail and a patient, customer-focused mindset.
• Ability to work under pressure, prioritize multiple tasks, and meet deadlines in a fast-paced environment.
• Familiarity with ITIL processes:
  • Incident Management
  • Problem Management
  • Change Management
  • Event Management

Technical knowledge considered an advantage:

• FileNet (ACCE, IBM Navigator).
• Oracle (PL/SQL, Procedures, Functions, etc.).
• WebSphere (basic administration).
• AWA (UC4 Automatic Workload Automation), basics of job creation workflows.
• JBoss (basic understanding).
• Octopus Deploy (deployment basics).
• Java (basic language knowledge and familiarity with modern tools).
• Shell scripting.
• Linux.
• Basic understanding of containerization (Kubernetes).

Additional details:

• Shift-based operational role.
• Flexibility to cover off-hours, weekends, and on-call rotations during period-end or critical releases.
• On-call duties and emergency interventions required.
• Banking / Wealth Management environment.

• 23 days of Annual Leave plus the 24th and 31st of December as discretionary days!
• Numerous benefits (Health Care Plan, teleworking compensation, 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.