IT Support Specialist AAA

• Incident Resolution & Technical Analysis
• Serve as the technical escalation point for 1st line support regarding incidents and service disruptions with a key focus on AAA systems but extending to other critical services as required.
• Conduct detailed investigations into failed interface timeouts, queue build-ups, or reconciliation mismatches using logs, database traces, and monitoring tools, for example Splunk and Dynatrace.
• Diagnose root causes involving application logic or configuration.
• Resolve or coordinate fixes for issues with a key focus on AAA systems but extended to other critical services as required.
• System Health & Stability Management
• Perform routine health checks with a key focus on AAA systems but extended to other critical services as required.
• Maintain and enhance existing runbooks, SOPs and recovery guides for common scenarios.
• Recommend improvements to increase system resilience, observability, and mean time to repair (MTTR).
• Automation & Continuous Improvement
• Propose and contribute to long-term solutions that reduce ticket volumes and prevent recurrence.
• Participate in Post-Incident Reviews (PIRs) and document findings with actionable recommendations.
• Reporting & Compliance
• Ensure full compliance with internal policies, regulatory standards and audit requirements.
• Accurately log all activities in the service management tool, ServiceNow.
• Assist in generating operational KPIs and availability reports for management review.

• Bachelor’s degree in computer science, Information Technology, or equivalent qualification.
• 3-5 years of proven experience in second-line IT support, ideally within a private banking or wealth management environment.
• Technical knowledge of the following would be considered an advantage:
• Temenos Triple A (AAA) architecture, modules and components
• JBoss EAP / WildFly application server, including deployment, logging and JVM tuning basics
• Databases, including writing queries, reading alerts/logs and executing scripts
• Messaging systems, such as IBM MQ or similar
• Payment messaging standards and schemes, including SWIFT MT/MX, SEPA and Instant Payments (IP)
• Knowledge of any other Temenos application, such as T24 or TPH
• Knowledge of ServiceNow as a Service Management tool
• Familiarity with ITIL processes, including Incident, Problem, Change and Event Management
• Strong analytical mindset with structured problem-solving approach
• Calm and decisive under pressure, especially during payment outages
• Ownership-driven with high reliability and precision
• Flexible availability for on-call duties, weekend shifts and emergency interventions
• On-call duty? Yes

12 months with option of extension

English (C1+)