Application Support Supervisor - St. Louis, MO

Job ID: 20131204-7136

Description:

Scottrade, Inc. has an Application Support Supervisor position available in Saint Louis, MO.The main purpose of this position is to provide Level 1 and Level 2 support (24x7) of Scottrade's in-house and 3rd party distributed production applications, as well as deployment of new software, upgrades and application code to remediate know defects. This position is responsible for effectively escalating to Level 3 in-house and 3rd party support teams. In addition, this position provides support, maintenance, and configuration services for various Middleware and platform components, such as application Servers, web Servers and message buses. The Application Support Supervisor ensures that application documentation needed for code release and support is accurate, tested, and complete, and provides services to automate installations where possible. The Supervisor provides direction and mentoring to Application Support Engineers, including technical guidance, scheduling, performance evaluations, expectations and similar functions. In addition, the Supervisor serves as the technical led for project planning and execution enterprise-wide. Key Performance Indicators include Customer Satisfaction, Problem Resolution Rate, Application Availability, and Project Deliverable Success Rate.

Responsibilities:

* Provide advanced technical skills in monitoring, troubleshooting, maintenance and enhancements of distributed applications and Middleware.
* Provide technical expertise and perform tasks for all related projects where application releases across QA and Production environments are necessary (including Disaster Recovery and Business Continuity).
* Provide 24x7 support of the distributed applications and Middleware.
* Work closely with business and IT associates, and outside vendors to effectively plan, deploy, document, and maintain the distributed application/Middleware environments' additions and changes.
* Maintain relationships with IT and outside Level 3 escalation points.
* Initiate and participate in timely communications to all stakeholders as necessary during release and incident processes.
* Provide day-to-day support and guidance to Application Support Engineers, including scheduling, performance evaluations, goal setting and technical mentoring.
* Perform other duties as assigned.

Knowledge, Skills, and Abilities:

* Solid knowledge of TCP/IP Networking fundamentals.
* Solid knowledge of application code repositories and functions.
* Solid understanding of Incident, Problem, Release, Change, and Project management policy and processes, as well as an established SDLC framework
* Excellent organizational skills with the ability to handle multiple tasks.
* Supervisory experience leading technical teams and projects required.
* Strong work ethic required.
* Ability to effectively multi-task in a fast paced support environment.
* Strong interpersonal skills with the ability to easily and effectively interact with technical, non-technical, support and business staff at all levels is required.
* Intermediate level proficiency with Microsoft Word, Excel, PowerPoint and Outlook.
* Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by having a positive attitude.

Education and Experience:

* Bachelor's degree in MIS/Computer Science is required, or equivalent combination of education and experience.
* Current MCSE certifications or other relevant technical certifications/training highly desirable.
* 3+ years of technical experience in current Intel/Windows and Linux-based server operating systems.
* 3+ years of technical experience in software packaging and distributing, using packaging/distribution tools and Scripting, including configuration and monitoring of related server components via WMI interface.
* 1-3 years experience in technical writing and documentation techniques, using tools such as MS Office, Visio and various screen capture utilities components and administration.

Scottrade, Inc., an equal opportunity employer, is committed to inclusion and a diverse workforce.

Requirements:

Languages English - Spoken, English - Written
Location MO - St Louis