Application Support Engineering Associate

DTCC • Coppell, TX

6d • Hybrid

About The Position

The Application Support Engineering Associate supports and maintains applications and services that have moved beyond development and are used in DTCC's daily operations. The role works closely with development teams, infrastructure partners, and internal and external clients to escalate and resolve technical incidents. It supports resiliency applications and services for continuous integration, continuous delivery/deployment, and automated provisioning across AWS Cloud and on-premises platforms.

The associate analyzes application and service issues, identifies recurring themes and root causes, and implements remediation to improve stability and reliability. The role leads incident and problem management, develops operational documentation, implements proactive monitoring, and collaborates with development and infrastructure teams to improve software features and delivery processes. It also contributes to technical process improvements and provides rotational after-hours and 24x7 on-call support.

Requirements

• Minimum of 4 years of related experience.
• Experience supporting and maintaining enterprise applications and services across AWS cloud and on-premises environments.
• Strong understanding of CI/CD practices and automated provisioning technologies.
• Ability to troubleshoot complex application and infrastructure issues, perform root cause analysis, and implement sustainable remediation.
• Experience leading incidents, problems, and production support in a mission-critical environment.
• Knowledge of monitoring, observability, and alerting tools such as Dynatrace, Splunk, CloudWatch, AppDynamics, or similar platforms.
• Familiarity with Agile methodologies, DevOps principles, and modern software development practices.
• Strong understanding of infrastructure, networking, operating systems, and cloud-based architecture.
• Experience collaborating with cross-functional teams, including software engineering, infrastructure, architecture, and business stakeholders.
• Ability to develop and maintain technical documentation, operational procedures, and knowledge-base articles.
• Excellent analytical, problem-solving, and decision-making skills, with strong attention to detail.
• Strong customer focus and ability to communicate technical concepts to technical and non-technical audiences.
• Ability to work effectively in a fast-paced, high-availability environment while managing multiple priorities.
• Commitment to operational excellence, reliability, automation, and continuous improvement.

Nice To Haves

• Bachelor's degree preferred, or equivalent experience.

Responsibilities

• Support and maintain resiliency applications and services that enable CI/CD and automated provisioning on AWS Cloud and on-premises platforms.
• Analyze application and service failures, identify common themes and root causes, and implement remediation actions to strengthen stability and reliability.
• Lead incident and problem management in collaboration with teams to resolve customer issues promptly and efficiently.
• Develop and contribute to knowledge-base materials, process documentation, and procedures.
• Implement proactive monitoring of tools, services, and infrastructure across all tiers to reduce unplanned outages.
• Collaborate with development and infrastructure teams to improve and support software features through Agile and CI/CD processes.
• Work with subject matter experts to maintain health, monitoring, alerting, and reporting tools.
• Contribute to technical process improvements in areas such as training, Agile, and modern development practices.
• Demonstrate strong customer service, collaboration, partnership, reliability, efficiency, and execution; interact with customers, technical teams, and senior executives.
• Provide after-business-hours support and rotational 24x7 on-call support.

Benefits

• Competitive compensation, including base pay and annual incentive.
• Comprehensive health and life insurance and well-being benefits, based on location.
• Pension and retirement benefits.
• Paid time off, personal/family care, and other leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level