Team Leader - L2 Application Support

This job posting is anticipated to remain open for 30 days, from 08-Oct-2026. The posting may close early due to the volume of applicants.

Overview
The Team Leader, L2 Application Support is responsible for leading a team of application support engineers who provide advanced troubleshooting, special processing support, and production incident response for critical business applications. This leader ensures operational stability, timely issue resolution, and successful execution of business-critical processing activities while fostering a culture of accountability, collaboration, continuous improvement, and operational excellence.
The team serves as the bridge between front-line support and development/engineering teams, providing application expertise, advanced diagnostics, and incident management leadership. The role is accountable for ensuring applications remain reliable, resilient, and available while minimizing business impact during service disruptions and critical processing events.
What You Will do:

Lead Application Support Operations:

• Lead a team responsible for advanced application diagnostics, troubleshooting, and issue resolution.
• Provide escalation leadership for critical, recurring, and high-impact application issues.
• Guide teams in leveraging logs, monitoring tools, application telemetry, and observability platforms to identify root causes and accelerate recovery.
• Oversee execution of documented recovery procedures, support playbooks, and knowledge-based solutions.
• Maintain and expand team expertise across supported applications, services, and business processes.

Drive Incident Response and Operational Excellence:

• Direct team engagement during production incidents, outages, service degradations, and critical processing events.
• Ensure rapid assessment, triage, communication, escalation, and recovery activities.
• Partner with engineering, Site Reliability Engineering (SRE), infrastructure, vendors, and business stakeholders to resolve complex issues and improve service reliability.
• Support problem management activities by identifying trends, reducing recurring incidents, and driving long-term corrective actions.
• Champion operational excellence through continuous improvement, proactive risk identification, and process optimization.

Advance Reliability and Automation:

• Partner with application, engineering, and infrastructure teams to improve application resilience and reduce operational risk.
• Drive automation initiatives that reduce manual effort, improve operational efficiency, and decrease mean time to resolution (MTTR).
• Encourage adoption of low-code and no-code solutions to streamline support processes and enhance team effectiveness.
• Promote observability, monitoring, and proactive detection capabilities that improve service reliability and client experience.

Build and Develop High-Performing Teams:

• Build, coach, and develop a highly engaged, high-performing support organization.
• Foster a culture of ownership, accountability, collaboration, and client focus.
• Promote knowledge sharing, documentation, and continuous learning across the team.
• Develop strong partnerships across Technology, Operations, Engineering, SRE, and Business organizations.

Current Internal home-based associates please note: Even as a hybrid posted role you are eligible to apply and, if selected, you may retain your home-based status. However future business or regulatory needs may require on-site work and some roles may carry a preference for hybrid presence.

What Experience you will need:

• Leadership experience managing technical support, application support, production support, or operations teams.
• Strong understanding of incident management, problem management, and change management practices.
• Experience supporting complex business-critical applications in a production environment.
• Ability to lead and coordinate cross-functional teams during high-pressure production incidents.
• Strong analytical, troubleshooting, and decision-making skills.
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical audiences.
• Experience with monitoring, alerting, observability, and operational support tools.
• Knowledge of ITIL, Site Reliability Engineering (SRE), or operational excellence practices is preferred.

What Could Set You Apart

• Proven success leading teams through major production incidents while maintaining clear stakeholder communication and rapid service restoration.
• Strong understanding of observability, application monitoring, and proactive detection strategies.
• Demonstrated ability to identify operational risks and implement preventive solutions before customer impact occurs.
• Experience partnering closely with SRE, engineering, and business teams to improve application reliability and resiliency.
• Ability to translate technical issues into business impact and communicate effectively with leadership.

Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week effective June 1, 2026. Before June 1, 2026, candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.\

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.