Lead Application Support Engineer

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:

Lead Application Support Engineer

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.