Lead Application Support Engineer

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: As a member of the Unified Application Support (UAS) team, the Senior Associate Application Support Engineer role will be responsible for providing the first level of technical support for different businesses of Unified Application Support (UAS). The role will be implementing all aspects of the operating procedures/runbooks within a predefined shift pattern. This role is encouraged to work closely with the required application teams, development teams, our infrastructure partners, management team, and our internal business clients to resolve and advance technical support incidents where necessary, as well as initiate key project-driven initiatives for driving efficiency. Your Primary Responsibilities:

• Support DTCC applications by providing monitoring of applications and system support for DTCC's production application services client-facing environments.
• Implement strong organizational skills to assist the management team in maintaining the integrity of the team.
• Initiate key project-driven initiatives and operational tasks to drive efficiency.
• Ensure the shift coverage of the team in a 24x7 global platform.
• Provide support with reports for UAS as well as analysis of the alert.

NOTE: The Primary Responsibilities of this role are not limited to the details above. Qualifications:

• Bachelor’s Degree or equivalent experience in Computer Science or related field is preferred.
• Minimum of 5 years of experience in Information Technology group with at least 2 years of experience in Application support or Team lead support role.
• Amenable to work APAC Shift (6am to 3pm shift).

Talents Needed for Success:

• Experience in ITIL practice or having ITIL certification is a plus.
• Experience in Service Desk with ServiceNow background is a plus.
• Ability to succeed in a fast-paced, high-demand environment.
• Good interpersonal skills as well as solid organizational and time management skills.
• Excellent communication (verbal and written) in English. (Some positions may require a particular language as per the client base supported.)
• Excellent interpersonal and listening skills.
• Experienced in customer service and problem-solving skills.
• Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
• Strong technical skillset, with the ability to embrace new technology and leverage CRM tools (e.g. Salesforce).

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. #J-18808-Ljbffr