DirecciónAs a successful Senior IT Operations Support Engineer, do you enjoy the challenge of troubleshooting and resolving outages, security issues, and building product enhancements to ensure uninterrupted service for customers? Do you want to continuously expand your technology knowledge? Want to help lead the engineering of digital banking systems and networks? If so, why not consider joining Western Unions' new Digital Banking hub in Madrid as a member of our Digital Banking Infrastructure and Technology Operations team.
At Western Union, we view Technology Operations in the retail finance as an opportunity to improve the customer experience, to take your strengths and help build a great product - together.
Western Union powers your pursuit.
We recently launched digital banks and wallets in multiple markets to enhance our customers' experiences with a cutting-edge digital Ecosystem. As an Operations Engineer for Digital Banking Infrastructure and Technology Operations, your primary responsibility will be to help establish core digital banking and wallet solutions globally, while also overseeing the integration of infrastructure, networks, and real-time payment processing.
Role Responsibilities
Help establish and develop the digital banking infrastructure in the assigned region.
Be a strong resource in the regional IT operations team and support for maintenance, enhancements, and security.
Help address outages, intermittent issues, develop small enhancements, security patches, and assist in the incremental build-out of banking products.
Enhance IT support and application maintenance across the assigned region as new products are launched.
Support local regulatory reporting and product customizations and provide 24/7 support for digital bank and wallet IT operations.
Assist in triage alongside vendor resources
Support a daily, weekly, and monthly core banking operating model to meet regional regulatory requirements and provide exceptional customer experience.
Partner across the across the organization to optimize and enhance the customer journey.
Participate and support the daily triage of any and all customer related or technical issues with the Digital Banking app or website
Provide assistance to the internal Customer Service Representatives to drive root cause analysis, triage, and resolution of customer related issues
Be a core part of the team by continually improving the bank - through building resiliency, helping develop feature enhancements, and improving our customer service.
Role Requirements
A degree in Computer Science or related fields.
A minimum of 3 years experience in building business critical products and launching them on the market, although candidates with other relevant experience will be considered.
Experience setting up and/or running retail banking IT systems and networks preferred.
Ability to evaluate business needs and achieve alignment among stakeholders.
Excellent verbal and written communication skills.
Experience operating in a L1, L2 and / or L3 IT support model.
Direct experience with at least 1 of the following technologies: Mulesoft, or similar API Orchestration technology; Outsystems or similar low-code environment; Mambu or similar core banking technology
Familiarity with Javascript, .NET, and Angular or similar programming languages.
Experience with SLDC practices, procedures and code deployment processes.
Experience with code release management processes, including approvals through change boards to production code releases
Troubleshooting of all technology including UI, integration tools, core banking platform, and all back office systems
Experience interfacing with Customer Service Reps with customer issues and troubleshooting
Experience analyzing errors across multiple technologies, including analysis of log files to root cause issues
Prior experience working within a ITSM organization, leveraging a tool such as Jira or ServiceNow for incident and change management highly preferred.
Proven skills in driving root cause analysis and facilitating problem-solving.
Ability to communicate updates concisely to leaders at all levels.
Excellent decision-making, communication, and collaboration skills.
We make financial services accessible to humans everywhere. Join us for what's next.
Western Union is positioned to become the world's most accessible financial services company -transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/ .
Our Hybrid Work Model (Hybrid)
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few ( https://careers.westernunion.com/global-benefits/ ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.
Your Spain specific benefits include:
25 days annual leave - plus 14 public holidays
Comprehensive life & medical cover - including dependents.
Contributory pension plan
Preventative Care Assistance program
We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
Estimated Job Posting End Date:
02-29-2024
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
