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Application Support Engineer
Ref No.: 18-29295
Location: Durham, North Carolina
We are in search of a Senior Application Support Engineer at Fidelity Investments. This position will be based in Durham, NC.
This group is looking for a highly motivated, application support engineer to join its dynamic, globally distributed team of IT professionals responsible for the development, support and maintenance of DC participant record keeping services platform at its Durham, North Carolina site.
The DC participant record keeping services platform houses complex business logic and serves millions of Fidelity's DC customers with their inquiry & transactional requests via various contact channels including web, automated voice and customer service representative assisted.

The team is responsible for a number of business critical applications based on disparate technologies (primarily Microsoft based) including C#/.NET, C++, ATL/COM, XML/HTTP, SOAP web services, ASP.NET, VB6, SQL Server. Knowledge of release engineering is a plus.

Primary Responsibilities
  • Provide Level 3 application support
  • Participant in a on call rotation
  • Troubleshoot issues and conduct root cause analysis
  • Resolve escalated issues with a sense of urgency
  • Collaborate with managers, systems analysts, developers, architects, QA associates and members from other teams (including those offshore) as necessary to bring issues to closure
  • Support the development staff within the team that is focused on discretionary projects with their day to day issues related to builds/deploys & source code branch cut requests
  • Identify and implement potential improvements/tools to enhance supportability
  • Take ownership of technical issues from initial triage to final resolution
  • Establish good working relationships with our stakeholders
  • Document troubleshooting and problem resolution steps and keeping Knowledge base up to date