Application Support Engineering Senior 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 are 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.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

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: 

• 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 enhancements as needed
• Review and update knowledge articles and runbooks with application development teams to confirm information is up to date
• Collaborate with internal teams to provide answers to application issues and escalate to as needed
• Validate and submit responses to requests for information from ongoing audits
• Review and Execute 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 input into the design and development stages of applications
• 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
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Qualifications:

• Required Qualifications

  • Minimum of 6+ years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), or related roles
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience
  • Strong experience supporting mission-critical services applications in a 24x7 production environment
  • Excellent analytical, troubleshooting, and problem-solving skills with the ability to lead complex incident investigations

  Technical Requirements

  • Amazon Web Services (AWS) experience REQUIRED, including:
    • ECS
    • EC2
    • RDS PostgreSQL
    • AWS Glue
    • Kinesis
    • S3
    • CloudWatch Monitoring
    • IAM Security and Access Controls
    • Lambda (preferred)
  • Strong PostgreSQL administration and SQL experience
    • SQL query development and performance troubleshooting
    • Command-line database support
    • Monitoring and diagnostics
  • Experience supporting Snowflake data platforms
  • Experience with IBM MQ
    • Queue Manager administration
    • Channel troubleshooting
    • OAM security concepts
    • Message flow analysis
  • Experience with Autosys scheduling and batch operations
  • Strong Linux/Unix administration and command-line experience
  • Experience troubleshooting file transfer solutions (SFTP, Managed File Transfer platforms)
  • Understanding of application integrations, APIs, middleware, and messaging platforms
  • Experience with log analysis and monitoring tools
  • Knowledge of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing

  Automation & AI

  • Experience creating operational automations to reduce manual effort and improve reliability
  • Strong willingness and aptitude to quickly adopt new technologies, including:
    • Generative AI tools
    • Microsoft Copilot
    • AI-assisted troubleshooting solutions
  • Comfortable leveraging AI to improve operational efficiency and incident response is highly desirable

  Operational Excellence / SRE

  • Experience supporting Production, Disaster Recovery (DR), and Operational Resiliency testing
  • Familiarity with SRE concepts including:
    • Service Level Objectives (SLOs)
    • Service Level Indicators (SLIs)
    • Error Budgets
    • Operational Observability
    • Continuous Improvement
  • Experience performing root cause analysis and driving permanent corrective actions
  • Ability to lead or participate in Major Incident Management (MIM) calls
  • Experience with release management, change management, and production deployments

  ITSM & Governance

  • Experience using ServiceNow or similar ITSM platforms for:
    • Incident Management
    • Change Management
    • Problem Management
    • Knowledge Management
  • Experience creating and maintaining technical documentation, runbooks, and support procedures
  • Understanding of audit, compliance, and operational risk requirements

  Soft Skills

  • Excellent verbal and written communication skills
  • Ability to communicate effectively with business, development, infrastructure, and executive stakeholders
  • Strong ownership mindset with the ability to drive issues to resolution
  • Ability to prioritize multiple competing tasks in a fast-paced environment
  • Strong collaboration and teamwork skills

  Work Schedule Requirements

  • Willingness to participate in:
    • On-call support rotations
    • Weekend support activities
    • Late-night maintenance windows
    • Disaster Recovery and Resiliency testing events
  • Ability to respond to production incidents during off-hours when required

  Preferred Qualifications

  • Experience supporting:
    • Financial market infrastructure applications
    • Trade processing platforms
    • Data warehousing solutions
    • Real-time messaging systems
  • Experience with observability tools such as Splunk, Datadog, Dynatrace, or similar monitoring platforms
  • Experience working in Agile, DevOps, or SRE organizations
  • Understanding of cloud modernization and application migration initiatives

  Key Success Factors

  • Rapid troubleshooting of complex production issues
  • Automation-first mindset
  • Continuous service improvement focus
  • Strong customer and stakeholder orientation
  • Ability to learn new technologies quickly and become a subject matter expert
  • Commitment to operational stability, resiliency, and platform modernization

   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.

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC’s subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.