In
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SOTEC Consulting (Astek Group)
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we are looking for an experienced
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L2 Support Analyst to join our team in Madrid, providing support for critical applications serving the German market.
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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.
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?? Key Responsibilities:
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?? Incident & Problem Management
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Handle and resolve production incidents (L2 support) within agreed SLAs
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Perform root cause analysis and ensure follow-up actions are completed
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Escalate complex issues to L3 / development teams when required
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Track, report, and communicate incidents using
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ServiceNow
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Coordinate with internal teams and vendors to ensure timely resolution
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??
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Production
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Monitoring & Support
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Monitor applications, batch processes, and interfaces
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Support end-of-day (EOD)
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and end-of-month (EOM)
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batch processing
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Implement proactive monitoring and alerting improvements
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Perform regular health checks and preventive maintenance
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Support IT Security activities (e.g., post-patch validations)
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?? Change & Release Management
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Support application releases and change management processes
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Coordinate with development and infrastructure teams during deployments
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Ensure production readiness and post-release validation
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??
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Continuous
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Improvement
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Identify recurring issues and propose automation or improvements
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Challenge existing support processes to enhance efficiency
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Contribute to knowledge base, documentation, and operational procedures
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Cross-train team members and share technical/functional knowledge
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?? Resilience & Compliance
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Support Disaster Recovery (DR) tests and Business Continuity activities
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Ensure compliance with ITIL processes and internal policies
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??
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Technical
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Requirements
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?? Core Technologies
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Java / J2EE / .NET applications support
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Application servers: WebSphere, Tomcat, JBoss, IIS, Apache
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Databases: Oracle (PL/SQL), SQL tuning
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Operating Systems: Unix / Linux / Windows
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Middleware: TIBCO (EMS, BW, Admin), IBM MQ, MFT
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??? Tools & Monitoring
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ITSM tools
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ServiceNow
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Monitoring & logs (e.g., Dynatrace, Kibana – plus)
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Scripting (Shell, basic automation)
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SharePoint (documentation & collaboration)
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??
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Functional
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Skills
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Strong knowledge of payments systems
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(SEPA, clearing, payment flows)
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Understanding of
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H2H (Host-to-Host) integrations
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Familiarity with European banking/payment ecosystems
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Knowledge of ITIL processes (Incident, Problem, Change Management)
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Awareness of IT security concepts (e.g., social engineering risks)
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?? Qualifications:
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Degree in Computer Science or related field
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Fluent English (B2+)
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?? Experience:
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Proven experience in Application Production Support (L2)
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Strong background supporting payments or banking applications
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Experience with Java/TIBCO or COBOL environments
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Experience in European payment systems is highly valued
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?? ¡Postúlate!
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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.