Technology Operations Analyst - Fixed-Term Contract (12 months)

About the role

Technology Operations Analyst – L2 support structure (fixed‑term 12 months, possibility of renewal).

In this role you will investigate and resolve technical escalations from the front‑line Customer Support team and handle complex requests from internal stakeholders. You will not interface directly with external customers.

Main Responsibilities

• Advanced troubleshooting: diagnose and resolve complex issues by analysing application logs, querying databases and investigating system integrations.
• Incident escalation handling: act as the primary escalation point for the team, taking ownership of critical incidents and coordinating with engineering through to resolution.
• Knowledge management: develop and maintain technical runbooks for incident response and create clear process walk‑throughs to ensure consistent team operations.
• Process improvement: identify recurring problems, perform root‑cause analysis and contribute to permanent solutions in collaboration with engineering and product teams.
• Stakeholder communication: manage communications with internal teams (primarily CSR and Operations), providing clear updates and resolution plans for escalated issues.
• Regulatory & compliance support: contribute to operational documentation and evidence gathering in support of regulatory requirements (e.g. DORA, FCA).

Qualifications

• Experience in Technology Operations, Application Support or a similar technical role.
• Previous experience in financial services (fintech, wealth management, banking or insurance) is required.
• Hybrid working – minimum 2 days per week in the Milan or Cagliari office.
• Strong proficiency with SQL and experience troubleshooting REST APIs.
• Proven ability to author technical documentation such as runbooks or process guides.
• Ability to manage issues and requests autonomously, using documented knowledge bases to extrapolate context and resolution paths.
• Excellent problem‑solving and communication skills, in both Italian and English.
• Proactive mindset focused on improving systems and processes.
• Experience with Python/Bash scripting and observability tools (Grafana, Kibana, Jaeger) is a plus.

Level & Compensation

We apply CCNL Credito and assign the title of Technology Operations Analyst or Senior Technology Operations Analyst based on experience and skills.

• Technology Operations Analyst: €32,200 – €42,000 gross per year.
• Senior Technology Operations Analyst: €40,000 – €48,000 gross per year.

Benefits

• Health insurance and wellness plan.
• Fee‑free investments on Moneyfarm platform.
• Career development opportunities.
• Training opportunities.
• Regular office social events.