Associate, Application Support Engineer

The role is hybrid located at one of our Dallas TX, Miami FL, State St/Quincy MA, or Madison Ave NY offices

• Support critical production applications, respond to and address production issues.
• Troubleshoot non-production environments and production environments as they relate to code deployment and application releases.
• Address major incidents, critical application systems related issues, application systems stability within the Operations work stream.
• Monitor and address incoming requests into the ASE Service Now queue for non-production deployment, research, investigation, troubleshooting.
• Perform daily maintenance on a regular and consistent basis at the beginning of the shift and at the end of shift.
• Address issues from daily maintenance or automation results that are sent to the team.
• Collaborate closely with developers to ensure that the designed solution responds to non-functional requirements such as availability, performance, security, and maintainability.
• Utilize extensive knowledge with Windows Server / Linux OS troubleshooting to determine root cause of system related issues.
• Create a bridge between development and operations by applying a software engineering mindset to systems support and administration.
• Ensures efficiencies within the software delivery pipeline.
• Investigate, resolve or determine root cause of server infrastructure related issues.
• Knowledgeable with agile methodology and TFS.
• Knowledge of monitoring toolsets and alerting/notification configuration.
• Expertise with load balancer configuration and troubleshoot of configuration.
• Strong Communications both written and verbal.
• Performs impact analysis and drive root remediation across application and infrastructure tiers by facilitating real-time and offline triages.
• Engage vendors as required.
• Provides technical oversight and execute on infrastructure upgrade activities.
• Creates well‑written and understandable technical documentation.
• Maintains good working relationships with stakeholders and business teams as well as Incident/Problem managers, other technical support and development teams.
• Delivers appropriate metrics for reporting on key performance and working with the performance and reliability team to drive continual service improvement.
• Works with the relevant development and application reliability teams to ensure proper root cause analysis is performed, workarounds and known errors are documented, seek improvements to ensure that lessons are learnt from incidents to prevent a future reoccurrence.
• Other duties as assigned.

Education:

Bachelor's Degree: in Computer Science/Software Engineering or equivalent field. or equivalent work experience

• 5-9 years’ Experience supporting web-based applications by applying relevant technology architectures.
• Knowledge of end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development)
• Solid understanding of network and internet technology concepts, including web server technologies, database technologies, Microsoft environments and Data center operations.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Demonstrated ability to communicate effectively with both technical and non-technical individuals
• Ability to collaborate and perform in a dynamic and continuous improvement seeking environment
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent problem‑solving, team, and time management skills
• Resourceful and proactive in gathering information and sharing ideas
• Hands‑on experience with problem diagnosis and creative problem‑solving skills
• Ability…