Lead Application Support Engineer

Are you ready to make an impact at DTCC

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive


• Comprehensive health and life insurance and well-being benefits, based on location


• Pension / Retirement benefits


• 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 Development family is responsible for creating, designing, deploying, and supporting applications, programs, and software solutions. May include research, new development, prototyping, modification, reuse, re-engineering, maintenance, or any other activities related to software products used internally or externally on product platforms supported by the firm. The software development process requires in-depth subject matter expertise in existing and emerging development methodologies, tools, and programming languages. Software Developers work closely with business partners and / or external clients in defining requirements and implementing solutions. The 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 escalate and resolve technical support incidents.

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.

Qualifications:

• Minimum of 6 years of related experience


• Bachelors degree preferred or equivalent experience

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

Talents Needed for Success:

• 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.