Senior L2 Application Support Engineer
hace 4 semanas
As a successful Senior L2 Application Support Engineer, do you enjoy the challenge of troubleshooting and resolving outages, security issues, and building product enhancements to ensure uninterrupted service for customers?
Do you want to continuously expand your technology knowledge? Want to help lead the engineering of digital banking IT systems and networks?
If so, why not consider joining Western Union's new Digital Banking hub in Madrid as a member of our Digital Banking Application Support team.
Western Union powers your pursuit.
We recently launched digital banks and wallets in multiple markets to enhance our customers’ experiences with a cutting-edge digital Ecosystem.
As a Senior L2 Application Support Engineer for Digital Banking, your primary responsibility will be to establish core digital banking and wallet solutions globally, while also overseeing the integration of infrastructure, networks, and real-time payment processing.
Role 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.
Role 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
Familiarity with Javascript, .NET, Angular or similar programming languages.
Java Spring Boot development experience
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
Hybrid Work Model (Hybrid)
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.
By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate. Our Hybrid Work Model categorizes each role into one of three categories.
Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that 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.
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few.
Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.
Your Spain specific benefits include:
25 days annual leave
Comprehensive life & medical cover including dependents.
Contributory pension plan
Preventative Care Assistance program
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