Lead Application Support Engineer

Job Description

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 : Being member of 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. What You ll Do Experience supporting applications doing L2/L3 support. 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 supervised 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. Build, 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 specification(s). Resolve Critical application alerts in a timely manner 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. **NOTE: The Primary Responsibilities of this role are not limited to the details above. ** Sounds Like You? Minimum of 6 years of related experience Bachelors degree preferred or equivalent experience 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.