Lead Application Support Engineer

Job Description

Are you ready to make an impact at DTCC

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits, based on location
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee)

The impact you will have in this role:

The Lead Application Support Engineering role specializes in maintaining and providing technical support for all applications that are beyond the development stage and are running in the daily operations of the firm. Works closely with development teams, infrastructure partners, and internal / external clients to raise and resolve technical support incidents.

Your Primary Responsibilities:

- Experience with using ITIL Change, Incident and Problem management processes
- Resolve critical production issues by leading Major Incident calls, engaging proper teams, and driving root cause analysis
- Troubleshoot and debug system component(s) to resolve technical issues in complex and highly regulated environments comprised of ground and cloud applications and services
- Analyze proposed application design(s) and provide feedback on potential gaps or provide recommendations for optimization
- Hands-on experience with Monitoring and Alerting processes in Distributed, Cloud and Mainframe environments
- Knowledge and understanding of cyber security best practices and general security concepts like password rotation, access restriction and malware detection
- Contribute in Monthly Service Reviews (MSR) with Development partners to go over KPI metrics
- Participate in Disaster Recovery / Loss of Region events (planned and unplanned) executing tasks and collecting evidence
- Collaborate both within the team and across teams to resolve application issues and escalate as needed
- Support audit requests in a timely fashion providing needed documentation and evidence
- Plan and execute certificate creation/renewals as needed
- Create, Modify and Monitor Dashboards to better catch potential issues and aide in observability
- Strong ability to gather and analyze project requirements and translate them into technical specification(s)
- Deep understanding of all lifecycle components (code, test, deploy)
- Good verbal and written communication and interpersonal skills, communicating openly with team members and others
- Champion a culture where honesty and transparency are expected
- Verify analysis performed by team members and implement changes required to prevent reoccurrence of incidents
- Resolve Critical application alerts in a timely fashion including production defects, providing business impact and analysis to teams, handling minor enhancements as needed
- Review and update knowledge articles and runbooks with application development teams to confirm information is up to date
- Validate and submit responses to requests for information from ongoing audits
- Review and Execute Disaster Recovery scripts during planned and unplanned outages, providing BCM evidence as needed
- Identify and implement automation opportunities to reduce manual effort associated with application monitoring
- Partner with development teams to provide input into the design and development stages of applications

Qualifications:

- 6+ years of related experience
- Bachelor's degree (preferred) or equivalent experience

Talents Needed for Success:

Technical Qualifications (Mainframe):

- Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
- Mainframe scheduling (Job abends, Predecessor/Successor)

Technical Qualifications (Distributed/Cloud):

- Hands-on experience in Unix, Linux, Windows, SQL/PLSQL
- Familiarity working with relational databases (DB2, Oracle, Snowflake)
- Monitoring and Data Tools experience (Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium, HiPam, IBM Zolda)
- Cloud Technologies (AWS services (S3, EC2, Lambda, SQS, IAM roles), Azure, OpenShift, RDS Aurora, Postgres)
- Scheduling Tool experience (CA AutoSys, Control-M)

Additional Qualifications:

- Fosters a culture where honesty and transparency are expected
- Stays current on changes in his/her own specialist area and seeks out learning opportunities to ensure knowledge is up-to-date
- Invests effort to individually coach others
- Builds collaborative teams across the organization
- Communicates openly keeping everyone across the organization informed

Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

---