Lead, Application Support Engineer | PGIM Ireland

PGIM Ireland; Letterkenny; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

23 days annual leave

Pension Scheme

Annual Bonus Programme

Life Assurance

Education Assistance

Job summary

PGIM Ireland is seeking a senior Lead, Application Support Engineer to oversee front-to-back production support for investment management platforms. You will own reliability, triage complex issues, coordinate with vendors, and drive improvements in a global technology environment.

Based in Letterkenny with a hybrid schedule, you will collaborate with stakeholders across front and back office, implement monitoring, and contribute to continuous automation and operational excellence.

Qualifications

• Experience in financial services technology with focus on application support and release management.
• Strong knowledge of service management (change, incident, problem) processes.
• Automation mindset with scripting and tooling to reduce operational toil.
• Excellent interpersonal and cross-functional collaboration skills.
• Ability to operate in high-pressure environments and manage multiple incidents globally.
• Experience with Linux and Windows applications.
• Experience with SQL databases (MS SQL Server).
• Knowledge of Enterprise Scheduling/workflow software (Autosys preferred).
• Experience supporting applications hosted in Cloud (AWS/Azure).
• Understanding of monitoring/observability requirements across platforms.

Responsibilities

• Provide application support for systems used by front and back office functions and client distribution teams, troubleshooting issues across end-users, vendors, and technology teams.
• Own operation, monitoring, and integrity of the technology platform, including reliability, availability, performance, and nightly data imports from external vendors.
• Provide triage and escalation support, including evenings and weekends on rotation.
• Drive incident and problem management lifecycle, including root cause analysis and communications.
• Provide oversight for production stability within change management policies.
• Implement and maintain monitoring/alerting for on-prem and Cloud apps (Dynatrace, Grafana, CloudWatch).
• Own minor development tasks to address bugs or operational enhancements.
• Identify improvements through automation and independent thinking in a team environment.
• Collaborate with technology partners and external vendors to resolve issues and plan enhancements.
• Work with development, testing and release teams to move code into production.

Skills

Front-office systems

Incident management

Automation

Scripting (Python)

Communication

Cloud platforms (AWS/Azure)

Linux/Windows

Monitoring tools

Tools

MS SQL Server

Autosys

JIRA

Confluence

PowerBI

AWS/Azure

Job description

PGIM Credit – Lead, Application Support Engineer

Location

This role is hybrid, based in our Letterkenny office 2/3 days a week.

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, CloudWatch 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, prioritize, 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

• 10+ 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 global business
• Experience supporting and troubleshooting applications running on Linux and Windows platforms
• Experience with MS SQL Server — 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)

What We Would Love To See

• Strong research, analytical, and investigation skills
• Knowledge of the trading lifecycle, portfolio management, and trading systems throughout 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
• PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

What We Offer You

• Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.
• Annual Leave of 23 days at full pay.
• Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
• Annual Bonus Programme & Shop LK Vouchers / CleverCards (subject to eligibility): Along with an annual bonus employees are rewarded with Shop LK Vouchers/ CleverCards which are paid tax free.
• Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
• Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.

Prudential Financial, Inc. (PFI) of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom, or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.

Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.