Lead, Application Support Engineer

Overview

Job Classification:
Technology – Engineering & Cloud

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, it manages $851billion in assets, including $365billion in institutional assets, $159billion in retail assets and $327billion in proprietary assets, and works with over 790 institutional asset owners.

• 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, reporting and communication—while working with development and service management teams to ensure incidents do not recur.
• Ensure the stability of the production environment within the change management process, enforcing policies.
• Implement and maintain monitoring and alerting for on‑prem and cloud applications using Dynatrace, Grafana, Cloud Watch alarms, and other appropriate tools.
• Own minor development tasks/projects that address existing bugs or introduce operational enhancements for 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.
• Build relationships and navigate the broader technology organization to manage the team’s agenda with critical technology partners.
• Interface with external vendors and their technical support/development organizations, ensuring focus on issue resolution and strategic enhancements.
• Work closely with development teams to identify, escalated, and help address persistent patterns of issues.
• Partner with testing and release control teams to move tested code into production.

• 3+ years of experience in financial services technology, ideally 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 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).
• Excellent interpersonal and communication skills, and strong relationship‑building abilities across multiple organizations.
• Comfortable operating in high‑pressure environments while managing multiple incidents across a global business.
• Experience supporting and troubleshooting applications on Linux and Windows platforms.
• Experience with MSSQLServer—SQL database querying and troubleshooting database issues.
• Experience with enterprise scheduling/workflow software (Autosys preferred).
• Experience supporting applications hosted in cloud (AWS/Azure preferred).
• Deep understanding of monitoring and observability requirements for applications running on multiple platforms.
• Technical fluency to automate manual processes in the production environment (Python hands‑on experience preferred).

• Strong research, analytical, and investigation skills.
• Knowledge of the trading lifecycle, portfolio management, and trading systems across the full application stack.
• Knowledge of Credit/Fixed Income markets.
• Experience with the Atlassian product suite, including JIRA and Confluence.
• Understanding of AI and how to leverage it in day‑to‑day workflows.
• Experience with business intelligence tools such as PowerBI.
• Strong team player, results‑oriented with a flexible approach.

• Market competitive base salaries with year‑end bonus potential at every level.
• Medical, dental,…