The Impact you will have in this role: The Enterprise Application Support 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. This role works closely with development teams, infrastructure partners, and internal clients to advance and resolve technical support incidents. 3 days onsite is mandatory with 2 optional days remote work (Onsite Tuesdays, Wednesdays and a third day of your choosing) Maybe required to work Tuesday through Saturday or Sunday through Thursday on rotational or permanent basis. Your Primary Responsibilities: Experience with using ITIL Change, Incident and Problem management processes. Assist Major Incident calls and engaging the proper parties needed and helping to determine root cause. 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. Take part 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. Monitor Dashboards to better catch potential issues and aide in observability. Help gather and analyze project requirements and translate them into technical specification(s). Basic understanding of all lifecycle components (code, test, deploy). Good verbal and written communication and interpersonal skills, communicating openly with team members and others. Contribute to a culture where honesty and transparency are expected. On-call support with flexible work arrangement. **NOTE: The Primary Responsibilities of this role are not limited to the details above. ** Qualifications: Minimum of 3 years of relevant Production support experience. Bachelor's degree preferred or equivalent experience. Talents Needed for Success: 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, IBM Zolda) Cloud Technologies (AWS services (S3,EC2,Lambda,SQS,IAM roles), Azure, OpenShift, RDS Aurora, Postgress) Scheduling Tool experience (CA AutoSys, Control-M) Middleware experience (Solace, Tomcat, Liberty Server, WebSphere, WebLogic, JBoss) Messaging Queue Systems (IBM MQ, Oracle AQ, ActiveMQ, RabbitMQ, Kafka) Scripting languages (Bash, Python, Ruby, Shell, Perl, JavaScript) Hands on experience with ETL tools (Informatica Datahub/IDQ, Talend ) Technical Qualifications (Mainframe): Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid) Mainframe scheduling (Job abends, Predecessor/Successor)
