About The Role

We're looking for a Technology Operations Analyst to join our L2 support structure on a fixed-term basis (12 months, with possibility of renewal). In this role, you will not interface directly with external customers. Instead, you will investigate and resolve technical escalations from our front-line Customer Support (CSR) team and handle complex requests from internal stakeholders. You'll tackle our most challenging operational issues, improve processes, and maintain the knowledge base that keeps our front-line teams effective. You will be expected to leverage AI-assisted tooling for log analysis, root cause investigation, and documentation generation, and to help us build and refine those workflows. This is a key role for platform stability and for empowering support teams to deliver an excellent customer experience.

Scopra di più sui compiti quotidiani, le responsabilità generali e l'esperienza richiesta per questa occasione scorrendo subito verso il basso.

Hybrid working is required: minimum 2 days/week in office (Milan or Cagliari).

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 clear process walkthroughs 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)

Requirements
- Demonstrated experience in a Technology Ops, Application Support, or similar technical role; the level of seniority is less important than hands-on capability and attitude
- Previous experience in financial services (fintech, wealth management, banking, or insurance) is required
- 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 based on candidate's experience and skills, we will assign the title of Technology Operations Analyst or Senior Technology Operations Analyst. xysqume The salary ranges for each role are as follows:

- Technology Operations Analyst: from €32.200 to €42.000 gross per year
- Senior Technology Operations Analyst: from €40.000 to €48.000 gross per year

This role is based in our Milan or Cagliari office and our smart working policy requires at least 2 days of in-office presence per week.

Benefits

- Health Insurance, Wellness plan
- Fee free investments on Moneyfarm platform
- Career development opportunities
- Training opportunities
- Regular office social events

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📌 Technology Operations Analyst - Fixed-Term Contract (12 months) (Turbigo)
🏢 Moneyfarm
📍 Turbigo