Application Support Specialist-Banking (L2 / IT Operations) M/F

We are looking for an experienced Application Support Specialist to join an Application Operations team within an international banking environment in Luxembourg.

The successful candidate will provide Level 2 support for locally and globally hosted applications, investigate production incidents and act as a key point of coordination between business users, internal technical teams, Level 3 support and external vendors.

The application landscape includes a Core Banking platform, payment applications and approximately 20 locally hosted business applications, with numerous interfaces to other systems and global environments.

This is a hands-on operational role requiring strong incident troubleshooting skills, banking awareness and the ability to understand dependencies between applications, jobs, interfaces and infrastructure components.

Your responsibilities

• Provide Level 2 application and production support for local and globally hosted banking applications.
• Own incidents from initial investigation through resolution or appropriate escalation.
• Analyse application incidents by reviewing logs, scheduled jobs, interfaces, file transfers and related application dependencies.
• Perform application-level troubleshooting, configuration and parameterisation where relevant, and escalate more complex issues to Level 3 support or external vendors.
• Support business-critical applications, including Core Banking and payment environments such as Avaloq and SWIFT.
• Investigate issues affecting payment processing and determine whether incidents originate from an application, scheduled job, interface, infrastructure component or external system.
• Coordinate effectively between business users, internal L3 teams, infrastructure teams and external application vendors until incidents are resolved.
• Manage and prioritise tickets according to their business impact and operational urgency.
• Work according to ITIL processes, including Incident Management, Problem Management, Service Request Fulfilment and Change Management.
• Support user access and ID administration, including requests related to applications and Active Directory.
• Contribute to the stability, security and robustness of application operations.
• Ensure operational controls are followed, including the 4-Eyes Principle and Segregation of Duties.
• Liaise with vendors and ensure incidents and requests are escalated with the appropriate technical and business information.
• Contribute to application releases and Disaster Recovery activities when required.

Your profile

• Strong professional experience in Application Support, Production Support or Application Operations, ideally at Level 2.
• Hands-on experience investigating and managing production incidents.
• Good practical understanding of ITIL processes, particularly Incident, Problem and Change Management.
• Ability to troubleshoot issues across interconnected applications and interfaces and identify where an issue is likely to originate.
• Experience coordinating with Level 3 teams, infrastructure teams and external vendors.
• Good understanding of how to prioritise incidents according to business impact.
• Experience within banking or financial services is highly desirable, particularly where business processes and application dependencies must be understood.
• Ability to communicate clearly with both technical teams and business users.
• Fluent English is required.
• Ability to work primarily on-site in Luxembourg and demonstrate flexibility when critical production incidents require support beyond standard working hours.

Nice to Have :

The following are strong advantages, but candidates are not expected to tick every box

• Avaloq or another Core Banking System
• SWIFT or another banking/payment environment
• PowerShell, particularly for scripting or system integrations
• Understanding of APIs and interfaces between systems
• Active Directory
• Application access / identity administration
• Job schedulers and batch processing
• File transfer environments
• Log analysis and production troubleshooting
• Banking applications operating across complex front-to-back processes
• German language skills

What will make you successful

We are particularly interested in candidates who can approach an incident methodically.

For example, when a payment is not processed, you should be comfortable investigating whether the issue originates from the payment application, a scheduled job, logs, an interface, a file transfer, the Core Banking platform or another dependent system, before determining whether the issue can be resolved locally or needs to be escalated to the appropriate Level 3 team or vendor. This reflects the type of troubleshooting discussed directly by the client.

You do not need to be a software developer. However, you should have enough technical understanding to investigate an incident intelligently, identify the likely source of the issue and communicate effectively with specialist technical teams.

Location: Luxembourg

Contract: 6-month assignment, with potential extension

Working arrangement: Primarily on-site