Application Support Engineering Associate Director

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

The Development family is responsible for creating, designing, deploying, and supporting applications, programs, and software solutions. May include research, new development, prototyping, modification, reuse, re-engineering, maintenance, or any other activities related to software products used internally or externally on product platforms supported by the firm. The software development process requires in-depth subject matter expertise in existing and emerging development methodologies, tools, and programming languages. Software Developers work closely with business partners and / or external clients in defining requirements and implementing solutions. The Application Support Engineering role specializes in maintaining and providing technical support for all applications that are beyond the development stage and are running in the daily operations of the firm. Works closely with development teams, infrastructure partners, and internal / external clients to escalate and resolve technical support incidents.

Work Schedule

Willing to work 2nd Shift (11:00 AM - 8:00 PM ET) and provide leadership support during critical production incidents, releases, and operational events.

Primary Responsibilities

• Lead a team of Application Support Engineers responsible for the reliability, availability, and operational support of business-critical applications.
• Drive incident, problem, change, and major incident management processes, ensuring timely resolution and continuous service improvement.
• Serve as the technical and operational lead during critical production events, coordinating cross-functional teams and stakeholder communications.
• Partner with Application Development, Infrastructure, Cloud, and Operations teams to improve system resilience, observability, and stability.
• Lead operational excellence initiatives focused on automation, alert rationalization, self-healing capabilities, and reduction of operational toil.
• Oversee production releases, vendor upgrades, disaster recovery testing, and business continuity activities.
• Establish and monitor operational KPIs, service health metrics, and reliability objectives.
• Ensure operational readiness, regulatory compliance, audit support, and adherence to risk and control standards.
• Mentor and develop technical teams while promoting a culture of accountability, collaboration, and continuous improvement.

Qualifications

• Minimum 12+ years of experience in Application Support, Production Support, SRE, or Technology Operations.
• Bachelor's degree preferred or equivalent experience.
• Experience supporting mission-critical applications within financial services or capital markets environments.

Talents Needed for Success

• Strong leadership experience managing production support and engineering teams in a global environment.
• Deep understanding of Application Support Engineering, Site Reliability Engineering (SRE), and production operations.
• Proven experience leading major incident management and executive-level communications.
• Strong knowledge of Linux, Windows, AWS, OpenShift/Kubernetes, and modern application platforms.
• Experience with observability and monitoring tools such as Splunk, Grafana, and related technologies.
• Working knowledge of SQL, networking, middleware, job scheduling (Autosys), and enterprise application architectures.
• Familiarity with ServiceNow and ITIL-based incident, problem, and change management processes.
• Experience driving automation through scripting, AI-enabled operational tooling, and workflow orchestration.
• Exposure to mainframe-integrated environments, batch processing, and enterprise production workflows.
• Strong communication, stakeholder management, and organizational leadership skills.
• Capital Markets or Financial Services experience required.