Support Engineer

Application Support Engineer (Shift: 2PM – 10PM CST)

126-132k

Carrollton, TX

This 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 clients to raise and resolve technical support incidents.

Skills: Application Support Engineer, Mainframe, COBOL, ITIL Change, Incident and Problem Management, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid, Mainframe Scheduling, Job abends, Predecessor/Successor, Unix, Linux, SQL/PLSQL,  Oracle, Snowflake, Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium, HiPam IBM Zolda, AWS Services, S3, EC2, Lambda, SQS, IAM Roles, Azure, OpenShift, RDS Aurora, Postgress, Scheduling Tool, CA AutoSys, Control-M

Benefits:

• Pension, 6% 401k match
• 25 days PTO, Backup child care
• Health, Dental, Vision, Life, more
  

Responsibilities:

• Experience with using ITIL Change, Incident and Problem management processes.
• Resolve critical production issues by leading Major Incident calls, engaging proper teams, and driving root cause analysis.
• Solve and debug system component(s) to resolve technical issues in complex and highly regulated environments comprised of ground and cloud applications and services.
• Analyze proposed application design(s) and provide feedback on potential gaps or provide recommendations for optimization.
• Hands-on experience with Monitoring and Alerting processes in Distributed, Cloud and Mainframe environments.
• Knowledge and understanding of cyber security standard methodologies and general security concepts like password rotation, access restriction and malware detection.
• Contribute in Monthly Service Reviews (MSR) with Development partners to go over KPI metrics.
• Participate in Disaster Recovery / Loss of Region events (planned and unplanned) completing tasks and collecting evidence.
• Collaborate both within the team and across teams to resolve application issues and advance as needed.
• Support audit requests in a timely fashion providing needed documentation and evidence.
• Plan and implement certificate creation/renewals as needed.
• Create, Modify and Monitor Dashboards to better catch potential issues and aide in observability.
• Solid ability to gather and analyze project requirements and translate them into technical specification(s).
• Deep understanding of all lifecycle components (code, test, deploy).
• 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.
• Validate and submit responses to requests for information from ongoing audits.
• Review and Complete 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.

Must have:

• Bachelor's degree preferred or equivalent experience.
• Minimum of 4 years of related experience
• Scheduled Shift: (2:00 PM- 10:00 PM CST)

Technical Qualifications (Mainframe):

• Mainframes solve and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
• Mainframe scheduling (Job abends, Predecessor/Successor)
• Technical Qualifications (Distributed/Cloud):
• Hands on experience in 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)
• Cloud Technologies (AWS services (S3, EC2, Lambda, SQS, IAM roles), Azure, OpenShift, RDS Aurora, Postgress)
• Scheduling Tool experience (CA AutoSys, Control-M)