Digital Banking Application Support Specialist

hace 4 semanas

Madrid, Madrid, España Western Union A tiempo completo

Role Overview

As a Digital Banking Application Support Engineer at Western Union, you will play a critical role in ensuring the smooth operation of our digital banking systems and services. Your primary responsibility will be to establish and develop the digital banking infrastructure in the assigned region, while also overseeing the integration of infrastructure, networks, and real-time payment processing.

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+ year 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.

About Western Union

Western Union is a global leader in cross-border, cross-currency money movement and payments. We are committed to helping our customers move forward financially by providing fast, reliable, and affordable ways to send and receive money around the world. Our mission is to be the world's most accessible financial services company, transforming lives and communities. We are passionate about diversity and inclusion, and we strive to create an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve.

Benefits

Western Union offers a comprehensive benefits package, including 25 days annual leave, contributory pension plan, and preventative care assistance program. We also offer a hybrid work model, which enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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