Technical Support Analyst II - Production Support (Relocation to Spain)

Job Overview:

Are you a motivated support specialist ready to take your career to the next level in a global setting? We’re seeking a Technical Support Analyst II to join a dynamic international team based in Malaga, Spain. This role offers the unique opportunity to relocate and work on a cutting-edge wholesale banking platform as part of a high-impact Production Support team.

As a key member of the SCIB (Santander Corporate & Investment Banking) platform support structure, you'll manage Level 0 and Level 1 incidents, collaborate with cross-functional teams, and provide critical support for banking technology operations worldwide. You’ll be at the heart of a fast-paced environment with access to ongoing learning, development opportunities, and international exposure.

Responsibilities:

• Provide Level 0 and Level 1 technical support for the global SCIB platform (both onsite and remotely).
• Manage and escalate incidents via ServiceNow: reception, investigation, prioritisation, and resolution.
• Monitor critical system alerts and metrics to pre-empt issues and identify improvements.
• Drive and follow up on continuous improvement plans for batch and online services.
• Collaborate with second-level technical teams and third-party suppliers.
• Serve as a communication bridge with the business users, especially during critical events.
• Use and interpret monitoring tools and dashboards to manage performance.
• Participate in on-call rotations and provide remote support across geographies when needed.

Qualifications and Experience:

• 1–3 years’ experience in IT support or production environments.
• Degree in Computer Science, Information Technology, or related field.
• Solid understanding of ITIL processes and incident management.
• Experience using monitoring applications and service management tools (e.g., ServiceNow).
• B2 level English proficiency (required); additional languages are a plus.
• Basic knowledge of wholesale banking and financial products (required).

Desirable Technical Knowledge:

• Scripting or automation with Python.
• Understanding of Elastic Search, OpenShift, Appian, API Connect.
• Familiarity with Oracle, MySQL, and reporting via Power BI.

Other Requirements:

• Willingness to relocate to Malaga, Spain.
• Availability for rotational guard/on-call shifts.
• Ability to provide remote support to global teams.