Lead Application Support Engineer

The Impact you will have in this role

Your Primary Responsibilities

• Demonstrated experience with ITIL Change, Incident, and Problem Management processes.
• Lead the resolution of critical production issues by coordinating Major Incident calls, engaging appropriate teams, and driving root cause analysis to closure.
• Troubleshoot and debug application and system components within complex, highly regulated environments spanning on‑premise, cloud, and hybrid platforms.
• Review and analyze proposed application designs, identifying operational gaps and providing recommendations to improve performance, resiliency, and supportability.
• Hands‑on experience with monitoring and alerting across distributed, cloud, and mainframe environments.
• Strong understanding of cybersecurity best practices, including access controls, password management, and malware detection.
• Participate in Monthly Service Reviews (MSR) with development partners to review KPIs, operational metrics, and service performance.
• Execute responsibilities during planned and unplanned Disaster Recovery and Loss‑of‑Region events, ensuring required tasks are completed and evidence is collected.
• Collaborate effectively within the team and across functional groups to resolve application issues and escalate when necessary.
• Support internal and external audit requests by providing accurate documentation and evidence in a timely manner.
• Plan and execute certificate creation and renewals as required to support secure application operations.
• Create, enhance, and monitor dashboards to improve observability and proactively identify potential issues.
• Demonstrated ability to gather, analyze, and translate project and operational requirements into technical specifications.
• Deep understanding of the full application lifecycle, including development, testing, deployment, and support.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively with technical and non‑technical stakeholders.
• Promote a culture of transparency, accountability, and continuous improvement.
• Review and validate analysis performed by team members and implement corrective actions to prevent incident recurrence.
• Resolve critical application alerts promptly, including production defects, providing clear business impact assessments and root‑cause analysis; support minor enhancements as needed.
• Review, update, and maintain knowledge articles and runbooks in partnership with application development teams to ensure accuracy and relevance.
• Validate and submit responses for audit‑related requests for information (RFI).
• Review and execute Disaster Recovery procedures and scripts during outages, ensuring Business Continuity Management (BCM) evidence is properly documented.
• Identify and implement automation opportunities to reduce manual effort and improve efficiency in application monitoring and support processes.
• Partner with development teams throughout the design and development lifecycle to ensure applications are operationally ready and supportable.

Qualifications

• Minimum of 10 years of related experience
• Bachelor's degree preferred or equivalent experience
• Technical Qualifications Secondary (Mainframe):
• Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
• Mainframe scheduling (Job abends, Predecessor/Successor)
• Technical Qualifications Primary (Distributed/Cloud):
• Hands on experience in Mainframe, Unix, Linux, Windows, SQL/PLSQL
• Familiarity working with relational databases (DB2, Oracle, Snowflake)
• Monitoring and Data Tools experience (Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium,HiPam, IBM Zolda)
• Data Streaming ( Distibuted MQ's, Kafka)
• Cloud Technologies (AWS services (S3, EC2,Lambda,SQS,IAM roles), Azure, OpenShift, RDS Aurora, Postgress)
• Scheduling Tool experience (CA AutoSys, Control-M)
• 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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