Lead Application Support Engineer

Description
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:

• Analyze multiple application alert trends, providing business impact and analysis to teams while recommending solutions to minimize future occurrence
• Support DTCC's production application services client facing environments.
• Provide 24x7 support for event monitoring, incident triage and critical issue.
• Support for change management and execution of DTCC's production application services
• Review and update articles and run books and maintain documents in SharePoint with collaborators to confirm information is up to date
• Provide oversight and leadership for other support engineers, including technical mentorship and collaboration on complex issues.
• Collaborate with Product Team to provide answers to application issues
• Participate in Disaster Recovery during weekends and document any steps.
• Recommend automation to ongoing application monitoring dashboard
• Facilitate internal review and validation of support and Non-Functional Requirements during the development phase of an application
• Serve as point of contact for critical issues and advance to appropriate teams as necessary while providing updates to management

• Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.

  **NOTE: The Primary Responsibilities of this role are not limited to the details above. **
   

Qualifications:

• Minimum of 6 years of related experience in application production support and team management
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• 6+ years' experience, especially supporting critical applications in a 24X7 setting.
• Communicate clearly to technical and non-technical audiences to keep others informed.
• Knowledge on application support – basic programming skills, log reading and analysis
• Experience in multiple platforms (Operating systems – UNIX, Linux, Windows, VMWare) (Database – Oracle, SQL) Cloud Technologies (Service Now, AWS, Snowflake)

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.

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