Job DescriptionThe 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.
Work ScheduleWilling to work 2nd Shift (11:00 AM - 8:00 PM ET) and provide leadership support during critical production incidents, releases, and operational events.
Primary Responsibilities- Lead a team of Application Support Engineers responsible for the reliability, availability, and operational support of business-critical applications.
- Drive incident, problem, change, and major incident management processes, ensuring timely resolution and continuous service improvement.
- Serve as the technical and operational lead during critical production events, coordinating cross-functional teams and stakeholder communications.
- Partner with Application Development, Infrastructure, Cloud, and Operations teams to improve system resilience, observability, and stability.
- Lead operational excellence initiatives focused on automation, alert rationalization, self-healing capabilities, and reduction of operational toil.
- Oversee production releases, vendor upgrades, disaster recovery testing, and business continuity activities.
- Establish and monitor operational KPIs, service health metrics, and reliability objectives.
- Ensure operational readiness, regulatory compliance, audit support, and adherence to risk and control standards.
- Mentor and develop technical teams while promoting a culture of accountability, collaboration, and continuous improvement.
Qualifications- Minimum 12+ years of experience in Application Support, Production Support, SRE, or Technology Operations.
- Bachelor's degree preferred or equivalent experience.
- Experience supporting mission-critical applications within financial services or capital markets environments.
Talents Needed for Success- Strong leadership experience managing production support and engineering teams in a global environment.
- Deep understanding of Application Support Engineering, Site Reliability Engineering (SRE), and production operations.
- Proven experience leading major incident management and executive-level communications.
- Strong knowledge of Linux, Windows, AWS, OpenShift/Kubernetes, and modern application platforms.
- Experience with observability and monitoring tools such as Splunk, Grafana, and related technologies.
- Working knowledge of SQL, networking, middleware, job scheduling (Autosys), and enterprise application architectures.
- Familiarity with ServiceNow and ITIL-based incident, problem, and change management processes.
- Experience driving automation through scripting, AI-enabled operational tooling, and workflow orchestration.
- Exposure to mainframe-integrated environments, batch processing, and enterprise production workflows.
- Strong communication, stakeholder management, and organizational leadership skills.
- Capital Markets or Financial Services experience required.
