Senior L2 Application Support Engineer

hace 1 semana

Barcelona, Barcelona, España Western Union A tiempo completo
About the Role

As a Senior L2 Application Support Engineer at Western Union, you will play a critical role in ensuring the smooth operation of our digital banking systems. 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.
  • Assist in triage alongside vendor resources.
  • 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, Outsystems, Mambu, Javascript, .NET, Angular, Java Spring Boot development.
  • Experience with SDLC 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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