Digital Banking Infrastructure and IT Operations

Do you view IT infrastructure and operations in the retail financial industry as more than just maintaining functionality, and instead see it as an opportunity to improve the customer experience? As a successful operations engineer, do you enjoy the challenge of troubleshooting and resolving outages, and security issues, and building product enhancements to ensure uninterrupted service for customers? Do you want to continuously expand your technical knowledge? Want to help lead the engineering of digital banking IT systems and networks? If so, why not consider joining Western Unions’ new Digital Banking hub in Madrid as a member of our Digital Banking Infrastructure and IT Operations 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 an IT Operations Engineer for Digital Banking Infrastructure and IT Operations, 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 IT operations team and support maintenance, enhancements, and security.
- Help address outages, and intermittent issues, develop small enhancements, and security patches, and assist in the incremental build-out of banking products.
- 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 and all 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.

**Role Requirements**
- A degree in Computer Science or related fields.
- 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 an 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, and Angular or similar programming languages.
- 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 is highly preferred.
- Proven skills in driving root cause analysis and facilitating problem-solving.
- Ability to communicate updates concisely to leaders at all levels.
- Excellent decision-making, communication, and collaboration skills.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

Your Spain-specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program