IT Support specialist AAA M/F

We are looking for an IT Support Specialist AAA for one of our clients based in Luxembourg:

• Experience as an IT Support AAA is mandatory
• Freelance or permanent contract via a payrolling company
• English fluent required

Your Responsibilities

• You will serve as the technical escalation point for 1st line support, with a strong focus on AAA systems while also supporting other critical services when required
• You will conduct in-depth investigations into incidents such as interface failures, queue congestions or reconciliation mismatches using logs, database traces and monitoring tools
• You will identify root causes related to application logic or configuration issues, ensuring a clear understanding of system behavior
• You will resolve incidents directly or coordinate fixes with relevant teams to restore services efficiently

• You will perform regular system health checks, primarily on AAA systems while remaining involved in the stability of other critical platforms
• You will maintain and continuously improve existing runbooks, SOPs and recovery guides to support operational readiness
• You will recommend enhancements to system resilience, observability and mean time to repair (MTTR)

• You will propose and contribute to long-term solutions aimed at reducing ticket volumes and preventing recurring incidents
• You will take part in post-incident reviews and translate findings into clear, actionable improvement initiatives

• You will ensure full compliance with internal policies, regulatory requirements and audit standards
• You will document all activities accurately in the service management tool
• You will support the production of operational KPIs and availability reports for management review

• You are the holder of a Bachelor's degree in Computer Science, Information Technology, or an equivalent qualification.
• You are an IT support professional with at least 3 years of experience in second-line support, ideally in a private banking or wealth management environment.
• You are technically skilled, with knowledge that may include AAA architecture and components, application servers such as JBoss or WildFly, and core JVM concepts.
• You are comfortable working with databases, including writing queries, interpreting logs or alerts, and executing scripts.
• You are familiar with messaging technologies such as IBM MQ or similar platforms.
• You are knowledgeable in payment messaging standards and schemes, including SWIFT MT/MX, SEPA, and Instant Payments.
• You are experienced or confident with service management tools and structured ITIL processes such as Incident, Problem, Change, and Event Management.
• You are recognized for a strong analytical mindset and a structured approach to problem solving.
• You are able to remain calm, decisive, and effective in high-pressure situations, particularly during service outages.
• You are ownership-driven, reliable, and precise in the way you manage incidents and responsibilities.
• You are flexible and open to on-call duties, weekend work, and emergency interventions when required.