Lead Application Support Engineer

JOB DESCRIPTION:

• 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.
  

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.
  
• Contribute to 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. Partner with development teams to provide input into the design and development stages of applications.
  
• 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).
  
• Resolve Critical application alerts in a timely fashion including production defects providing business impact and analysis to teams.
  
• Review and update knowledge articles and runbooks with application development teams to confirm information is up to date.
  
• Identify and implement automation opportunities to reduce manual effort associated with application monitoring.
  
• Execute the preproduction/production application code deployment plans and endtoend vendor application upgrade process (e.g. SNOW SF etc)
  
• Aligns risk and control processes into daytoday responsibilities to monitor and mitigate risk; escalates appropriately.
  

Requirements

• Minimum of 8 years of related experience
  
• Bachelors degree preferred or equivalent experience.
  
• Hands on experience in distributed systems like Unix Linux Windows SQL/PLSQL
  
• Preferred to have Mainframe troubleshooting and support skills (COBOL JCL DB2 DB2 Stored Procedures CICS SPUFI File aid)
  
• Good to have Mainframe scheduling (Job abends Predecessor/Successor)
  
• Scheduling Tool experience (CA AutoSys ControlM)
  
• 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) is preferred
  
• 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)
  

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.
  
• Superb English skills

Benefits