Lead Application Support Engineer
$150,000–$200,000 year
HybridBoston, Massachusetts, United States
Job Summary
Lead complex incident resolution and resolve critical application alerts in a timely fashion, including production defects and minor enhancements. Verify analysis performed by team members, implement changes to prevent reoccurrence, and review knowledge articles with development teams. Collaborate with internal teams to answer application issues, validate audit responses, and execute disaster recovery scripts during outages. Identify automation opportunities to reduce manual monitoring effort and partner with developers on application design and deployment plans. Align risk processes into daily responsibilities to monitor and mitigate operational risk while ensuring stable, resiliency-focused infrastructure.
Required Qualifications
- Minimum of 6+ years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), or related roles
- Bachelor's degree and/or equivalent practical experience
- Strong experience supporting a 24x7 production environment
- Excellent analytical, troubleshooting, and problem-solving skills with the ability to lead complex incident investigations
- 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
- Message flow analysis
- Experience with Autosys scheduling and batch operations
- 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
- Experience supporting Production, Disaster Recovery (DR), and Operational Resiliency testing
- 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
- 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
- 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
- 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
Desired Qualifications
- Experience leveraging AI to improve operational efficiency and incident response is highly desirable
- 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
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