Application Support Engineering Associate

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'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 creating 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 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

• Support and maintenance of Resiliency applications and services that support our continuous integration, continuous deployment/delivery capabilities, and automated provisioning on both AWS Cloud and On-Prem Platforms.
• Analyze issues/failures in application and services and identify common themes, root cause and remediation actions that will strengthen the stability and reliability of the product.
• Lead incident and problem management by collaborating with various teams to ensure customer issues are resolved timely and efficiently.
• Develop and contribute to knowledge base, process, and procedure documentation.
• Implement proactive monitoring of tools, services, and infrastructure at all tiers to help reduce unplanned outage time.
• Collaborate with the development and infrastructure teams to improve and support software features through agile, continuous integration, and continuous delivery/deployment (CI/CD) processes.
• Work with respective SMEs on maintaining health, monitoring, alerting, and reporting tools (Dynatrace, etc.)
• Contribute to technical process improvements across a variety of fields such as training, agile, and modern development practices.
• Lead by example through demonstration of high performance in the areas of customer service, collaboration, partnership, reliability, efficiency, and execution.
• Strong customer service skills and an ability to interact at all levels of the organization (customers, technical teams, and senior executives).
• Provide after business hours support and 24x7 on-call support on a rotational basis.
• **NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications

Bachelor's degree preferred or equivalent experience

Minimum of 4 years of related experience

Talents Needed for Success

Experience supporting and maintaining enterprise applications and services across cloud (AWS) and on-premises environments.

Strong understanding of Continuous Integration and Continuous Deployment/Delivery (CI/CD) practices and automated provisioning technologies.

Proven ability to troubleshoot complex application and infrastructure issues, perform root cause analysis, and implement sustainable remediation solutions.

Experience leading incidents, problems, and production support activities in a mission-critical environment.

Knowledge of monitoring, observability, and alerting tools such as Dynatrace, Splunk, CloudWatch, AppDynamics, or similar platforms.

Familiarity with Agile methodologies, DevOps principles, and modern software development practices.

Strong understanding of infrastructure, networking, operating systems, and cloud-based architecture.

Experience collaborating with cross-functional teams, including software engineering, infrastructure, architecture, and business stakeholders.

Ability to develop and maintain technical documentation, operational procedures, and knowledge base articles.

Excellent analytical, problem-solving, and decision-making skills with a strong attention to detail.

Strong customer focus with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

Proven ability to work effectively in a fast-paced, high-availability environment while managing multiple priorities.

Strong commitment to operational excellence, reliability, automation, and continuous improvement.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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.