Lead, Application Support Engineer

## Lead, Application Support Engineer Apply locations:
Newark, NJ, USAtime type:
Full time posted on:
Posted Yesterday job requisition :
R-124450

Job Classification:

Technology - Engineering & Cloud
** About PGIM:
** PGIM Credit is a global asset manager offering active solutions across all fixed income markets. The company has offices in Newark, New Jersey, London, Tokyo and Singapore. As of December 31, 2019, the firm has $851 billion of assets under management including $365 billion in institutional assets, $159 billion in retail assets, and $327 billion in proprietary assets. Over 790 institutional asset owners have entrusted PGIM Credit with their assets.
** Who We Look For:
** In PGIM Credit, our technology group is a dynamic, fast-paced environment, with exciting changes on the horizon. We are looking for a well-rounded, senior application support engineer to liaise between our external vendors, end users and technology team to provide oversight and stability within our production environment. Our ideal candidate will have proven experience in supporting complex investment management platforms and applications.  

This will include front-office investment systems, business support applications and complex back-office data management and automation platforms.

The right candidate for this role will identify this challenge as a unique and valuable opportunity to help drive our global technology transformation, so if this sounds interesting, then PGIM could be the place for you.
*
* What You Will Do:

*** Provide application support for systems used by front and back office functions and client distribution teams, troubleshooting business issues across end-users, vendors, and technology teams
* Own and be accountable for the operation, monitoring, and integrity of the technology platform — including application reliability, availability, performance, and complex nightly data import processes from multiple external vendors
* Provide triage and escalation support for the broader technology team, including evenings and weekends on a rotation basis
* Drive the incident and problem management lifecycle — owning resolution, root cause analysis, technology/business reporting, and communication, while working with development and service management teams to ensure technical incidents do not reoccur
* Provide oversight for the stability of the production environment within the change management process, ensuring policies are enforced
* Implement and maintain monitoring and alerting for both on-prem and Cloud applications using appropriate tools (e.g., Dynatrace, Grafana, Cloud Watch alarms, etc.)
* Own minor development tasks/projects that help address existing bugs or introduce operational enhancements to the broader business community or technology organization
* Proactively identify improvements and address them through automation and independent thinking within a self-motivated, consensus-driven team
* Navigate the broader technology organization, build relationships to manage the team's agenda with critical technology partners
* Interface with external vendors and their technical support/development organizations, ensuring focus on resolution of issues and strategic enhancements
* Work in close partnership with development teams to identify, escalate, and help address persistent patterns of issues
* Partner closely with testing and release control teams to move tested code into production
*
* What You Will Need:

*** 3+ years of experience in financial services technology, ideally with a focus in investment management. Strong understanding of the SDLC process, with a focus on application support and release management
* Demonstrated experience with service management functions including tight adherence to change, incident, and problem management practices
* A hunger for continuous improvement; proven ability to identify and eliminate operational toil through automation (scripting, tooling, workflow optimization)
* Good interpersonal and communication skills, with excellent relationship-building skills across multiple organizations
* Comfortable operating in high-pressure environments whilst managing multiple incidents across a…