Lead Application Support Engineer

Pay and Benefits: Competitive compensation , including base pay and annual incentive. Comprehensive health and life insurance and well-being benefits, based on location. Paid Time Off (PTO) and Personal/Family Care , along with other leaves of absence to support your physical, financial, and emotional well-being. Flexible/hybrid work model : 3 days onsite (Tuesdays, Wednesdays, and a third day unique to each team or employee) and 2 days remote. Role Impact: As a Lead Application Support Engineer , you will play a critical role in maintaining and supporting all applications running in the firm's daily operations. You will work closely with development teams, infrastructure partners, and internal/external clients to raise and resolve technical support incidents. Your work will ensure that applications are running smoothly in highly regulated environments, supporting both cloud and on-premise applications and services. Primary Responsibilities: ITIL Process Management : Utilize ITIL Change, Incident, and Problem Management processes to maintain application operations. Major Incident Handling : Lead Major Incident calls to resolve critical production issues, engage relevant teams, and drive root cause analysis . System Troubleshooting : Troubleshoot and debug complex system components across distributed, cloud , and mainframe environments to resolve technical issues. Design Optimization : Analyze proposed application designs and provide feedback or recommendations for optimization. Monitoring & Alerting : Hands-on experience with monitoring and alerting in both distributed and cloud environments . Cyber Security Best Practices : Knowledge of cyber security best practices , including password rotation , access restriction , and malware detection . Service Reviews : Contribute to Monthly Service Reviews (MSR) with development partners to review KPI metrics . Disaster Recovery : Participate in Disaster Recovery events (both planned and unplanned), executing tasks and collecting evidence. Audit Support : Provide timely documentation and evidence for audit requests . Certificate Management : Plan and execute certificate creation/renewals as needed. Dashboards : Create, modify, and monitor dashboards to identify potential issues and improve observability. Incident Management : Resolve critical application alerts and production defects, providing impact analysis and timely resolutions. Knowledge Sharing : Update knowledge articles and runbooks to keep information current with application development teams. Automation Implementation : Identify opportunities for automation to reduce manual efforts in application monitoring . Qualifications: 6+ years of related experience. Bachelor's degree (preferred) or equivalent experience . Talents Needed for Success: Mainframe Technical Qualifications : Strong Mainframe troubleshooting and support skills, including COBOL , JCL , DB2 , CICS , SPUFI , and File Aid . Experience with Mainframe scheduling (e.g., Job abends , Predecessor/Successor ). Distributed/Cloud Technical Qualifications : Hands-on experience with Unix , Linux , Windows , and SQL/PLSQL . Familiarity with relational databases such as DB2 , Oracle , Snowflake . Experience with monitoring tools like Splunk , DynaTrace , Thousand Eyes , Grafana , Selenium , and HiPam IBM Zolda . Cloud Technologies experience, including AWS (S3, EC2, Lambda, SQS, IAM roles) , Azure , OpenShift , RDS Aurora , PostgreSQL . Experience with scheduling tools like CA AutoSys and Control-M . Additional Qualifications : Honesty and Transparency : Fosters a culture of openness, ensuring transparency in communications and actions. Continuous Learning : Stays current on changes within their specialist area and seeks learning opportunities. Coaching & Collaboration : Invests effort in coaching others and builds collaborative teams across the organization. Communication Skills : Keeps the organization informed with clear and open communication.