Technical Support Analyst

Summary

Join us as a Technical Support Analyst in Málaga, Spain, supporting the global SCIB platform. You will provide Level 0 and 1 technical support, both on-site and remotely, handling incident resolution and continuous improvement plans. Responsibilities include monitoring critical alerts, collaborating with second-level teams, and communicating directly with business users. This role requires a Computer Science degree, 0-3 years of relevant experience, and strong ITIL framework knowledge. Proficiency in English (B2 level) and basic wholesale banking knowledge are essential.

Requirements

• Have 0-3 years of experience in relevant fields
• Possess a Degree in Computer Science
• Have technical knowledge on the configuration and structure of SCIB platforms
• Have technical knowledge of incident flows and product production start-up
• Possess indispensable basic knowledge of wholesale banking and financial products
• Possess indispensable English B2 level

Responsibilities

• Provide Level 0 and 1 technical support of the global SCIB platform both onsite and remote
• Handle reception, prioritization, investigation, escalation and resolution of incidents
• Monitor critical alerts
• Rise and follow up of continuous improvement plans for batch and online
• Collaborate continuously with second-level teams and suppliers
• Monitor metrics in order to improve and detect their deterioration
• Communicate with users being the only communication link with Business at times
• Utilize knowledge of monitoring applications
• Leverage experience in ITIL framework
• Manage and resolve incidents and requests through Service Now

Preferred Qualifications

• Have knowledge of Python, Elastic Search, Openshit, Appian, API Connect, Oracle, MySQL, PowerBI, …etc
• Be able to work under stressful situations
• Demonstrate teamwork skills
• Show adaptation to change
• Have guards availability
• Have travel availability
• Be able to provide remote support (different geographies)
• Possess initiative and communication skills
• Be results oriented