Lead, Application Support Engineer

Job Classification:Technology - Engineering & CloudAbout 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 teamsOwn 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 vendorsProvide triage and escalation support for the broader technology team, including evenings and weekends on a rotation basisDrive 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 reoccurProvide oversight for the stability of the production environment within the change management process, ensuring policies are enforcedImplement and maintain monitoring and alerting for both on-prem and Cloud applications using appropriate tools (e.g., Dynatrace, Grafana, CloudWatch alarms, etc.)Own minor development tasks/projects that help address existing bugs or introduce operational enhancements to the broader business community or technology organizationProactively identify improvements and address them through automation and independent thinking within a self-motivated, consensus-driven teamNavigate the broader technology organization, build relationships to manage the team's agenda with critical technology partnersInterface with external vendors and their technical support/development organizations, ensuring focus on resolution of issues and strategic enhancementsWork in close partnership with development teams to identify, escalate, and help address persistent patterns of issuesPartner closely with testing and release control teams to move tested code into productionWhat 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 managementDemonstrated experience with service management functions including tight adherence to change, incident, and problem management practicesA 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 organizationsComfortable operating in high-pressure environments whilst managing multiple incidents across a global businessExperience supporting and troubleshooting applications running on Linux and Windows platformsExperience with MS SQL Server — SQL database querying and troubleshooting database issuesExperience 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 platformsTechnical fluency to automate manual processes in the production environment (Python hands-on experience preferred)What We Would Love to See:Strong research, analytical, and investigation skillsKnowledge of the trading lifecycle, portfolio management, and trading systems throughout the full application stackKnowledge of Credit/Fixed Income marketsExperience with the Atlassian product suite, including JIRA and ConfluenceUnderstanding of AI and how to leverage it in day-to-day workflowsExperience with Business intelligence tools such as PowerBIStrong team player, results-oriented with a flexible approachWhat we offer you:Market competitive base salaries, with a yearly bonus potential at every level. Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. 401(k) plan with company match (up to 4%). Company-funded pension plan. Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.  Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.  Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service. Eligibility to participate in a discretionary