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Lead Application Support Engineer

2 months ago

Austin, Texas, United States University Federal Credit Union Full time
Lead Application Support Engineer

Job Overview

The Lead Application Support Engineer plays a crucial role in overseeing, managing, and enhancing enterprise Lending and Collections software applications. This position involves diagnosing issues, managing support requests, and collaborating with vendors to rectify bugs and validate updates. Although this role does not involve direct infrastructure configuration, the Lead Engineer facilitates coordination among DevOps, developers, QA teams, systems engineers, network specialists, and database administrators to address challenges, implement system upgrades, and improve functionalities to align with organizational objectives. As a key expert, they ensure the applications operate at peak performance and reliability.

Moreover, the Lead Engineer is adept at juggling multiple projects and routine tasks, proactively identifying potential challenges and adjusting technologies as necessary. Responsibilities include defining project requirements, deploying applications, supporting testing phases, and producing comprehensive documentation.

A significant aspect of this role is software integration, encompassing DNS, email, SSO, and API (REST, SOAP, GraphQL) integration and troubleshooting. Familiarity with tools such as Postman and SoapUI is advantageous, as the Lead Engineer collaborates with developers and vendors to replicate and resolve software issues.

Effective communication with IT and business stakeholders is paramount, emphasizing teamwork and collaboration. The Lead Engineer provides timely project updates and mentors junior team members, ensuring successful project outcomes. A collaborative spirit and teamwork are essential for thriving at University Federal Credit Union.

Key Responsibilities

Application Management
  • Oversee, manage, and enhance enterprise Lending and Collections software applications, both On-Premise and SaaS.
  • Diagnose and resolve issues faced by users and staff.
  • Track and manage support requests, collaborating closely with vendors to address software bugs and implement updates.
  • Ensure the applications' optimal performance and reliability.
  • Coordinate with DevOps, developers, QA teams, systems engineers, network specialists, and database administrators for effective problem resolution and system enhancements.
  • Participate in after-hours support activities and on-call rotations as required.
Service Continuity
  • Develop and maintain disaster recovery strategies.
  • Create and update documentation for application processes and protocols.
  • Ensure continuous operation of critical applications.
  • Configure and maintain monitoring and alert systems to proactively manage application performance and availability.
Incident Management and Service Requests
  • Manage and resolve incidents swiftly, minimizing disruption to business operations.
  • Address service requests promptly, ensuring user satisfaction.
  • Employ ITIL-based methodologies for incident and request management.
  • Conduct root cause analysis for significant incidents and implement preventive measures.
Software Integration
  • Configure and troubleshoot DNS, email, SSO, and API (REST, SOAP, GraphQL) integrations.
  • Utilize tools like Postman and SoapUI for testing and replicating software issues.
  • Collaborate with developers and vendors to resolve integration challenges.
  • Ensure seamless integration of new software with existing systems.
  • Manage Credit Union-specific integrations, including troubleshooting Symitar SymXchange traffic and PowerOn Repgens.
Compliance and Standards
  • Adhere to all applicable laws, regulations, and industry standards.
  • Participate in audits and compliance assessments as necessary.
Communication and Teamwork
  • Maintain proactive and effective communication with IT and business partners.
  • Provide regular updates on project status and progress.
  • Mentor and guide junior team members to ensure successful project delivery.
  • Foster a collaborative and team-oriented work environment.
Continuous Development
  • Identify and implement process enhancements to improve application support and service delivery.
  • Stay informed about emerging technologies and industry trends.
  • Engage in ongoing training and professional development opportunities.
Minimum Qualifications

  1. Education and Experience:
  • Associate's degree in Computer Science, Information Technology, or a related field, or equivalent experience through a combination of relevant certifications and practical skills.
  • 3+ years of experience in application support or similar roles within a financial services environment.
Technical Skills:
  • Proficiency in diagnosing and resolving application issues.
  • Experience with DNS, email, SSO, and API (REST, SOAP, GraphQL) integrations.
  • Familiarity with tools like Postman and SoapUI.
  • Knowledge of ITIL-based practices for incident and request management.
  • Understanding of general security concerns and technologies used to secure applications and systems.
  • Commitment to continuously updating security knowledge and skills to meet evolving industry standards.
Soft Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Ability to collaborate effectively with IT and business partners.
Other Requirements:
  • Willingness to participate in after-hours support activities and on-call rotations.
  • Ability to create and update documentation for application processes and protocols.
  • Adherence to relevant laws, regulations, and industry standards.
Preferred Qualifications

  1. Education and Experience:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in application support or similar roles, particularly within a financial services environment.
Technical Skills:
  • In-depth knowledge of enterprise Lending and Collections applications.
  • Experience with SaaS and On-Premise applications.
  • Strong background in integrating and troubleshooting Symitar SymXchange traffic and PowerOn Repgens.
  • Proficiency in developing and maintaining disaster recovery strategies.
  • Security-focused certification (CompTIA Security+, CISSP Associate, CEH) or equivalent experience through practical skills.
Soft Skills:
  • Proven ability to mentor and guide junior team members.
  • Demonstrated success in identifying and implementing process improvements.
  • Experience in conducting root cause analysis for significant incidents and implementing preventive measures.
Certifications:
  • ITIL certification.
Other Requirements:
  • Proactive approach to staying current with emerging technologies and industry trends.
  • Experience participating in audits and compliance assessments.
  • Strong focus on teamwork and a collaborative attitude.