Senior Application Support Analyst (2nd level)

Responsibilities

• Serve as the primary technical escalation point for first-line support regarding incidents and service disruptions
• Conduct detailed investigations into failed transactions, stuck processes, interface timeouts and queue build-ups using logs and database traces
• Perform routine health checks and operational maintenance to guarantee platform stability
• Maintain and enhance runbooks, standard operating procedures and recovery guides for recurring scenarios
• Document findings and contribute to actionable recommendations during Post-Incident Reviews
• Ensure full compliance with internal policies, regulatory standards and audit requirements
• Log all support activities accurately within the service management tool
• Assist in generating operational key performance indicators and availability reports for leadership review
• Participate in shift-based operations including off-hours, weekend rotations and on-call coverage for critical releases
• Propose and contribute to long-term solutions that reduce ticket volumes and prevent recurrence

Requirements

• Bachelor’s degree in Computer Science, Information Technology or equivalent qualification
• Three to five years of proven experience in second-line IT support within financial services, wealth management or similar environments
• Familiarity with ITIL processes including incident, problem, change and event management
• Strong analytical mindset with a structured, methodical approach to problem-solving
• Ability to remain calm and decisive under pressure during critical outages
• Excellent written and verbal communication skills in English
• Ownership-driven work ethic characterized by high reliability and precision
• Flexible availability for on-call duties, weekend shifts and emergency interventions
• Proficiency with monitoring and diagnostics tools such as Splunk and Dynatrace
• Strong understanding of ticketing and service management systems like ServiceNow
• Nice to have Working knowledge of Temenos Triple-A (AAA) architecture, modules and components
• Experience with JBoss EAP or WildFly application server deployment, logging and JVM tuning basics
• Database administration skills including writing queries, reading alert logs and executing scripts
• Familiarity with messaging systems such as IBM MQ
• Understanding of payment messaging standards and schemes including SWIFT MT/MX, SEPA and Instant Payments
• Exposure to other Temenos applications such as T24 or TPH

• Bachelor’s degree in Computer Science, Information Technology or equivalent qualification
• Three to five years of proven experience in second-line IT support within financial services, wealth management or similar environments
• Familiarity with ITIL processes including incident, problem, change and event management
• Strong analytical mindset with a structured, methodical approach to problem-solving
• Ability to remain calm and decisive under pressure during critical outages
• Excellent written and verbal communication skills in English
• Ownership-driven work ethic characterized by high reliability and precision
• Flexible availability for on-call duties, weekend shifts and emergency interventions
• Proficiency with monitoring and diagnostics tools such as Splunk and Dynatrace
• Strong understanding of ticketing and service management systems like ServiceNow
• Nice to have Working knowledge of Temenos Triple-A (AAA) architecture, modules and components
• Experience with JBoss EAP or WildFly application server deployment, logging and JVM tuning basics
• Database administration skills including writing queries, reading alert logs and executing scripts
• Familiarity with messaging systems such as IBM MQ
• Understanding of payment messaging standards and schemes including SWIFT MT/MX, SEPA and Instant Payments
• Exposure to other Temenos applications such as T24 or TPH