Application Support Engineer

Application Support Engineer

Are you ready to make an impact at DTCC? 

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. 

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

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. 
• Resolve critical production issues by leading Major Incident calls, engaging accurate teams, and driving root cause analysis. 
• Troubleshoot and debug system component(s) to resolve technical issues in sophisticated 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) performing tasks and collecting evidence.
• Collaborate both within the team and across teams to resolve application issues and bring up as needed. Partner with development teams to provide recommendations into the design and development stages of applications.
• Support audit requests in a timely fashion providing needed documentation and evidence.
• Plan and complete certificate creation/renewals as needed.
• Create, Modify and Monitor Dashboards to better catch potential issues and aide in observability.
• Strong ability to capture and analyze project requirements and translate them into technical specifications(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 most updated.
• Identify and implement automation opportunities to reduce manual effort associated with application monitoring.
• Implement the pre-production/production application code deployment plans and end to end vendor application upgrade process (e.g., SNOW, SF, etc)
• Aligns risk and control processes into day-to-day responsibilities to supervise and mitigate risk; calls out appropriately.

Qualifications:

• Minimum of 04 years of related experience
• Bachelor's degree preferred or equivalent experience.

Talents Needed for Success:

• Solid Experience in Distributed and Mainframe Application Support  
• Hands on experience in Unix, Linux, Windows, SQL/PLSQL 
• Familiarity working with relational databases (DB2, Oracle, Snowflake)
• Experience Supporting systems on Containers and Container Orchestration (Docker, Kubernetes, OpenShift) 
• Monitoring and Data Tools experience (Splunk, DynaTrace, Grafana, Selenium, HiPam) 
• Cloud Technologies (AWS services (S3, EC2, Lambda, SQS, IAM roles), Azure, OpenShift, RDS Aurora, Postgress) 
• Scheduling Tool experience (Mainframe Scheduler, AutoSys) 
• Middleware experience (Tomcat, WebSphere, WebLogic, JBoss) 
• Messaging Queue Systems (IBM MQ, Oracle AQ, ActiveMQ, RabbitMQ, Kafka) 
• Scripting languages (Bash, Python, Ruby, Shell, Perl, JavaScript) 
• Proven experience with ETL tools (Informatica Datahub/IDQ, Talend) 
• Strong problem-solving skills with the ability to think creatively
• Build collaborative teams across the organization.
• Communicates openly keeping everyone across the organization informed.

 Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Experience Level

Senior Level