Senior L2 Application Support Engineer

hace 4 semanas

Madrid, Madrid, España Western Union A tiempo completo

Role Overview

As a Senior L2 Application Support Engineer at Western Union, you will play a critical role in establishing and developing the digital banking infrastructure in the assigned region. This position requires a strong resource in the regional Application Support team, supporting maintenance, enhancements, and security.

Key Responsibilities

  • Help establish and develop the digital banking infrastructure in the assigned region.
  • Be a strong resource in the regional Application Support team and support for maintenance, enhancements, and security.
  • Help address outages, intermittent issues, develop small enhancements, security patches, and assist in the incremental build-out of banking products.
  • Enhance IT support and application maintenance across the assigned region as new products are launched.
  • Support local regulatory reporting and product customizations and provide 24/7 support for digital bank and wallet IT operations.
  • Support a daily, weekly, and monthly core banking operating model to meet regional regulatory requirements and provide exceptional customer experience.
  • Partner across the organization to optimize and enhance the customer journey.
  • Participate and support the daily triage of any customer related or technical issues with the Digital Banking app or website.
  • Provide assistance to the internal Customer Service Representatives to drive root cause analysis, triage, and resolution of customer related issues.
  • Recommend improvements to existing applications and system configuration.
  • Troubleshoot application issues and coordinate issue resolution with operations, functional, and technical teams.
  • Provide coaching to Junior members of the team.

Requirements

  • A degree in Computer Science or related fields.
  • A minimum of 4+ years experience in building business critical products and launching them on the market, although candidates with other relevant experience will be considered.
  • Experience setting up and/or running retail banking IT systems and networks preferred.
  • Ability to evaluate business needs and achieve alignment among stakeholders.
  • Excellent verbal and written communication skills.
  • Experience operating in a L1, L2 and / or L3 IT support model.
  • Direct experience with at least 1 of the following technologies: Mulesoft, or similar API Orchestration technology, Outsystems or similar low-code environment, Mambu or similar core banking technology.
  • Experience with SLDC practices, procedures, and code deployment processes.
  • Experience with code release management processes, including approvals through change boards to production code releases.
  • Troubleshooting of all technology including UI, integration tools, core banking platform, and all back-office systems.
  • Experience interfacing with Customer Service Reps with customer issues and troubleshooting.
  • Experience analyzing errors across multiple technologies, including analysis of log files to root cause issues.
  • Prior experience working within an ITSM organization, leveraging a tool such as Jira or ServiceNow for incident and change management highly preferred.
  • Proven skills in driving root cause analysis and facilitating problem-solving.
  • Excellent decision-making, communication, and collaboration skills.
  • Knowledge of architecture design concepts and patterns.
  • Prior experience automating recurring tasks, leveraging tools such as ansible, puppet, etc.
  • Experience in developing and implementing web-based solutions.
  • Experience creating/modifying CI/CD pipelines, incorporating code quality and security checks.
  • Knowledge of AWS Global Cloud infrastructure and services.
  • Fluency in English.

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