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Apps Support Engineering Lead Specialist - API Support (VP) ID-19282

Apps Support Engineering Manager - API Support (VP)

The Support and Client Onboarding Engineering Lead Specialist is an experienced technologist highly adept in incident management and engineering. They possess knowledge of API design standards, patterns, and best practices, along with experience working with and supporting applications built using Java, J2EE, Kafka, Mongo, and Oracle, both in cloud and on-premise environments.

This role requires excellent communication and collaboration skills, with the ability to work effectively with multiple teams within and outside of lines of business. A strong focus on client onboarding, specifically for API-based payment transactions with institutional clients, is essential. Expertise in Production Validation Testing (PVT) is needed to expedite onboarding across NAM, EMEA, and APAC regions.

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Responsibilities include:
  • Providing technical oversight across systems and applications, leveraging skills across multiple application support areas.
  • Offering a holistic view of the production environment for both technology and business management, acting as a trusted partner for senior business leaders.
  • Guiding feedback reviews with development managers, ensuring outstanding issues are tracked to closure, especially long-term strategic fixes.
  • Performing controlled resolution of incidents and problems, including prioritization, escalation, and root cause analysis with follow-through to resolution.
  • Consulting with application clients, in conjunction with development managers, to understand their strategic objectives.
  • Maintaining awareness of audit and compliance issues.
  • Contributing to the formulation of strategies for application support and other functional areas.
  • Championing stability initiatives, including improved monitoring, failover, and resiliency, to ensure high application availability for Business-As-Usual operations.
  • Handling incidents, problems, and changes at a global enterprise level.

Qualifications:

  • Knowledge about API design standards, patterns and best-practices
  • Ability to formulate and implement a framework for managing capacity, throughput and latency.
  • Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
  • Knowledge in Portal management and/or API Gateway management
  • Ability to manage team distributed in different locations/time zones
  • Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
  • 8+ years experience in an Apps Support role would be an added advantage, but not essential
  • Effectively share information with other support team members and with other technology teams
  • Ability to plan and organize workload
  • Consistently demonstrates clear and concise written and verbal communication skills
  • Ability to communicate appropriately to relevant stakeholder
  • API Design and best practices
  • Database - MS SQL Server , Oracle 10g, Mongo DB
  • Scripting Languages - PL/SQL,UNIX Shell Scripting
  • Middleware Systems - JMS, MQ, Kafka, Oracle WebLogic
  • Cloud Technologies - AWS, OpenShift, EKS
  • Tools:
  • Monitoring Tools
  • Grafana, Prometheus, AppDynamics, Splunk, Autosys
  • Incident and problem Management tools
  • ServiceNow
  • Operating System
  • Unix, Windows, Linux

Education:

  • Bachelor’s/University degree, Master’s degree preferred
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