Lead Application Support Engineer

Job Description

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 (PTO) and Personal/Family Care, along with other leaves of absence to support your physical, financial, and emotional well-being.
- Flexible/hybrid work model: 3 days onsite (Tuesdays, Wednesdays, and a third day unique to each team or employee) and 2 days remote.

Role Impact:

As a Lead Application Support Engineer, you will play a critical role in maintaining and supporting all applications running in the firm's daily operations. You will work closely with development teams, infrastructure partners, and internal/external clients to raise and resolve technical support incidents. Your work will ensure that applications are running smoothly in highly regulated environments, supporting both cloud and on-premise applications and services.

Primary Responsibilities:

- ITIL Process Management: Utilize ITIL Change, Incident, and Problem Management processes to maintain application operations.
- Major Incident Handling: Lead Major Incident calls to resolve critical production issues, engage relevant teams, and drive root cause analysis.
- System Troubleshooting: Troubleshoot and debug complex system components across distributed, cloud, and mainframe environments to resolve technical issues.
- Design Optimization: Analyze proposed application designs and provide feedback or recommendations for optimization.
- Monitoring & Alerting: Hands-on experience with monitoring and alerting in both distributed and cloud environments.
- Cyber Security Best Practices: Knowledge of cyber security best practices, including password rotation, access restriction, and malware detection.
- Service Reviews: Contribute to Monthly Service Reviews (MSR) with development partners to review KPI metrics.
- Disaster Recovery: Participate in Disaster Recovery events (both planned and unplanned), executing tasks and collecting evidence.
- Audit Support: Provide timely documentation and evidence for audit requests.
- Certificate Management: Plan and execute certificate creation/renewals as needed.
- Dashboards: Create, modify, and monitor dashboards to identify potential issues and improve observability.
- Incident Management: Resolve critical application alerts and production defects, providing impact analysis and timely resolutions.
- Knowledge Sharing: Update knowledge articles and runbooks to keep information current with application development teams.
- Automation Implementation: Identify opportunities for automation to reduce manual efforts in application monitoring.

Qualifications:

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

Talents Needed for Success:

Mainframe Technical Qualifications:

- Strong Mainframe troubleshooting and support skills, including COBOL, JCL, DB2, CICS, SPUFI, and File Aid.
- Experience with Mainframe scheduling (e.g., Job abends, Predecessor/Successor).

Distributed/Cloud Technical Qualifications:

- Hands-on experience with Unix, Linux, Windows, and SQL/PLSQL.
- Familiarity with relational databases such as DB2, Oracle, Snowflake.
- Experience with monitoring tools like Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium, and HiPam IBM Zolda.
- Cloud Technologies experience, including AWS (S3, EC2, Lambda, SQS, IAM roles), Azure, OpenShift, RDS Aurora, PostgreSQL.
- Experience with scheduling tools like CA AutoSys and Control-M.

Additional Qualifications:

- Honesty and Transparency: Fosters a culture of openness, ensuring transparency in communications and actions.
- Continuous Learning: Stays current on changes within their specialist area and seeks learning opportunities.
- Coaching & Collaboration: Invests effort in coaching others and builds collaborative teams across the organization.
- Communication Skills: Keeps the organization informed with clear and open communication.

---