In SOTEC Consulting (Astek Group) we are looking for an experienced L2 Support Analyst to join our team in Madrid, providing support for critical applications serving the German market.

This role focuses on ensuring the stability, availability, and performance of business-critical payment systems. You will act as a key point of contact for incident resolution, problem management, and continuous improvement of production services.

Key Responsibilities:

Incident & Problem Management

• Handle and resolve production incidents (L2 support) within agreed SLAs
• Perform root cause analysis and ensure follow-up actions are completed
• Escalate complex issues to L3 / development teams when required
• Track, report, and communicate incidents using ServiceNow
• Coordinate with internal teams and vendors to ensure timely resolution

Production Monitoring & Support

• Monitor applications, batch processes, and interfaces
• Support end-of-day (EOD) and end-of-month (EOM) batch processing
• Implement proactive monitoring and alerting improvements
• Perform regular health checks and preventive maintenance
• Support IT Security activities (e.g., post-patch validations)

Change & Release Management

• Support application releases and change management processes
• Coordinate with development and infrastructure teams during deployments
• Ensure production readiness and post-release validation

Continuous Improvement

• Identify recurring issues and propose automation or improvements
• Challenge existing support processes to enhance efficiency
• Contribute to knowledge base, documentation, and operational procedures
• Cross-train team members and share technical/functional knowledge

Resilience & Compliance

• Support Disaster Recovery (DR) tests and Business Continuity activities
• Ensure compliance with ITIL processes and internal policies

Technical Requirements:

Core Technologies

• Java / J2EE / .NET applications support
• Application servers: WebSphere, Tomcat, JBoss, IIS, Apache
• Databases: Oracle (PL/SQL), SQL tuning
• Operating Systems: Unix / Linux / Windows
• Middleware: TIBCO (EMS, BW, Admin), IBM MQ, MFT

️ Tools & Monitoring

• ITSM tools: ServiceNow
• Monitoring & logs (e.g., Dynatrace, Kibana – plus)
• Scripting (Shell, basic automation)
• SharePoint (documentation & collaboration)

Functional Skills:

• Strong knowledge of payments systems (SEPA, clearing, payment flows)
• Understanding of H2H (Host-to-Host) integrations
• Familiarity with European banking/payment ecosystems
• Knowledge of ITIL processes (Incident, Problem, Change Management)
• Awareness of IT security concepts (e.g., social engineering risks)

Qualifications:

• Degree in Computer Science or related field
• Fluent English (B2+)

Experience:

• Proven experience in Application Production Support (L2)
• Strong background supporting payments or banking applications
• Experience with Java/TIBCO or COBOL environments
• Experience in European payment systems is highly valued

¡Postúlate!

SOTEC es una compañía comprometida con la igualdad de oportunidades, sin tener en cuenta raza, sexo, religión, edad, orientación sexual, estado civil, discapacidad, nacionalidad o identidad de género. Nos sentimos orgullosos de esforzarnos cada día en evitar los sesgos de cualquier tipo.