Lead, Application Support Engineer - PGIM Technology (Hybrid - Newark, NJ)

PGIM Credit is a global asset manager offering active solutions across all fixed income markets, with offices in Newark, New Jersey, London, Tokyo, and Singapore. As of December 31, 2019, the firm manages $851 billion in assets, serving over 790 institutional asset owners.

About the role

We are seeking a well-rounded, senior application support engineer to bridge external vendors, end users, and the technology team, ensuring stability within our production environment. This role is ideal for someone with experience supporting complex investment management platforms, including front-office systems, business support applications, and back-office data management platforms. The right candidate will view this as an opportunity to contribute to our global technology transformation.

Responsibilities

• 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 prevent recurrence.
• 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 tools such as Dynatrace, Grafana, and CloudWatch alarms.
• Own minor development tasks/projects to address bugs or introduce operational enhancements for the business 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, building relationships to manage the team’s agenda with critical technology partners.
• Interface with external vendors and their technical support/development organizations to ensure resolution of issues and strategic enhancements.
• Work closely with development teams to identify, escalate, and help address persistent patterns of issues.
• Partner with testing and release control teams to move tested code into production.

Requirements

• 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 adherence to change, incident, and problem management practices.
• Proven ability to identify and eliminate operational toil through automation (scripting, tooling, workflow optimization).
• Good interpersonal and communication skills, with excellent relationship-building abilities across multiple organizations.
• Comfortable operating in high-pressure environments while 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).

Qualifications

• 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 Power BI.
• Strong team player, results-oriented with a flexible approach.

Benefits

• Market competitive base salaries with yearly bonus potential at every level.
• Medical, dental, vision, life insurance, and disability insurance.
• Paid Time Off (PTO) and leave of absences, including 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 wellbeing-related purchases.
• Work/Life Resources to support parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to finance traditional college enrollment or 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).
• Eligibility to participate in a discretionary annual incentive program based on individual and organizational performance.

Some benefits may not apply to part-time employees scheduled to work less than 20 hours per week.