Lead Application Support Engineer

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 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 monitor and mitigate risk; escalates appropriately.

QUALIFICATIONS:
•    Minimum of 8 years of related experience.
•    Bachelor's 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, Control-M)
•    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, Postgress) 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