Lead Application Support Engineer

Are you ready to explore a world of possibilities?

Do you want to work on innovative projects, collaborate with a dynamic and encouraging team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're 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 crafting a workplace that looks like the world that we serve.

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 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 raise 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 proper teams, and driving root cause analysis. 
• Tackle 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.
• Hands-on experience with Monitoring and Alerting processes in Distributed, Cloud and Mainframe environments.
• Knowledge and understanding of cyber security standard processes and general security concepts like password rotation, access restriction and malware detection.
• Give in 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.
• Support audit requests in a timely fashion providing needed documentation and evidence.
• Plan and implement 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 specification(s).
• Deep understanding of all lifecycle components (code, test, deploy).
• Good verbal and written communication and interpersonal skills, communicating openly with team members and others.
• Champion a culture where honesty and transparency are expected.
• Verify analysis performed by team members and implement changes required to prevent reoccurrence of incidents.
• Resolve Critical application alerts in a timely fashion including production defects, providing business impact and analysis to teams, handling minor improvements as needed.
• Review and update knowledge articles and runbooks with application development teams to confirm information is up to date.
• Validate and submit responses to requests for information from ongoing audits.
• Review and Complete Disaster Recovery scripts during planned and unplanned outages, providing BCM evidence as needed.
• Identify and implement automation opportunities to reduce manual effort associated with application monitoring.
• Partner with development teams to provide recommendations into the design and development stages of applications.
• Complete the pre-production/production application code deployment plans and end to end vendor application upgrade process (e.g., SNOW, Salesforce, etc.)
• Aligns risk and control processes into day-t