Lead, Application Support Engineer

Job Classification:
Technology - Engineering & Cloud

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.

• 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, escalate, and help address persistent patterns of issues
• Partner closely with testing and release control teams to move tested code into production

• 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 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)

• 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

• 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 Programsincluding 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.