Lead Application Support Engineer

The Depository Trust & Clearing Corporation (DTCC); Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health and life insurance

Pension / Retirement benefits

Paid Time Off and Personal/Family Care

Job summary

The Depository Trust & Clearing Corporation (DTCC) is seeking an experienced Application Support Engineer in Manila, Philippines. This role involves leading the resolution of critical production issues, overseeing change management, and providing technical support for applications in regulated environments. Candidates should have a Bachelor's degree and a minimum of 10 years' experience, with strong skills in Mainframe and distributed technologies, including AWS. The role incorporates a hybrid work model with competitive benefits and a commitment to diversity in the workplace.

Qualifications

• Minimum of 10 years of related experience.
• Experience in Mainframe troubleshooting and support.
• Hands-on experience in distributed environments.

Responsibilities

• Lead resolution of critical production issues.
• Participate in Monthly Service Reviews (MSR).
• Collaborate across teams to resolve application issues.

Skills

ITIL Change, Incident, and Problem Management

Troubleshooting and debugging

Cybersecurity best practices

Monitoring and alerting

Clear communication skills

Education

Bachelor's degree or equivalent experience

Tools

COBOL

JCL

DB2

AWS

Splunk

Job description

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.

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. It 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. They work closely with development teams, infrastructure partners, and internal/external clients to expedite incident resolution.

Your Primary Responsibilities

• Demonstrated experience with ITIL Change, Incident, and Problem Management processes.
• Lead the resolution of critical production issues by coordinating Major Incident calls, engaging appropriate teams, and driving root cause analysis to closure.
• Troubleshoot and debug application and system components within complex, highly regulated environments spanning on‑premise, cloud, and hybrid platforms.
• Review and analyze proposed application designs, identifying operational gaps and providing recommendations to improve performance, resiliency, and supportability.
• Hands‑on experience with monitoring and alerting across distributed, cloud, and mainframe environments.
• Strong understanding of cybersecurity best practices, including access controls, password management, and malware detection.
• Participate in Monthly Service Reviews (MSR) with development partners to review KPIs, operational metrics, and service performance.
• Execute responsibilities during planned and unplanned Disaster Recovery and Loss‑of‑Region events, ensuring required tasks are completed and evidence is collected.
• Collaborate effectively within the team and across functional groups to resolve application issues and escalations when necessary.
• Support internal and external audit requests by providing accurate documentation and evidence in a timely manner.
• Plan and execute certificate creation and renewals as required to support secure application operations.
• Create, enhance, and monitor dashboards to improve observability and proactively identify potential issues.
• Demonstrated ability to gather, analyze, and translate project and operational requirements into technical specifications.
• Deep understanding of the full application lifecycle, including development, testing, deployment, and support.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively with technical and non‑technical stakeholders.
• Promote a culture of transparency, accountability, and continuous improvement.
• Review and validate analysis performed by team members and implement corrective actions to prevent incident recurrence.
• Resolve critical application alerts promptly, including production defects, providing clear business impact assessments and root‑cause analysis; support minor enhancements as needed.
• Review, update, and maintain knowledge articles and runbooks in partnership with application development teams to ensure accuracy and relevance.
• Validate and submit responses for audit‑related requests for information (RFI).
• Review and execute Disaster Recovery procedures and scripts during outages, ensuring Business Continuity Management (BCM) evidence is properly documented.
• Identify and implement automation opportunities to reduce manual effort and improve efficiency in application monitoring and support processes.
• Partner with development teams throughout the design and development lifecycle to ensure applications are operationally ready and supportable.

Qualifications

• Minimum of 10 years of related experience
• Bachelor's degree preferred or equivalent experience
• Technical Qualifications Secondary (Mainframe):
• Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
• Mainframe scheduling (Job abends, Predecessor/Successor)
• Technical Qualifications Primary (Distributed/Cloud):
• Hands on experience in Mainframe, Unix, Linux, Windows, SQL/PLSQL
• Familiarity working with relational databases (DB2, Oracle, Snowflake)
• Monitoring and Data Tools experience (Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium, HiPam, IBM Zolda)
• Data Streaming (Distributed MQ's, Kafka)
• Cloud Technologies (AWS services: S3, EC2, Lambda, SQS, IAM roles; Azure; OpenShift; RDS Aurora; Postgress)
• Scheduling Tool experience (CA AutoSys, Control‑M)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.