Production / Technical Support

Requirements:

• 3–5 years of experience leading incident triage and event management in large IT operations or production support environments.
• Experience with Major Incident Management and Technical Event Management, including leading incident calls.
• Proficiency with ServiceNow, AIOps platforms, and Microsoft Office tools.
• Working knowledge of Splunk, Dynatrace, Netcool, and enterprise monitoring practices.
• Strong analytical and problem-solving abilities, including making risk-based decisions under pressure.
• Excellent written and verbal communication skills, with the ability to adapt messages for different audiences.
• Familiarity with ITIL and SRE methodologies, Incident Commander practices, and the Incident Command System model.
• Preferred: Experience supporting applications, infrastructure, and networks, including Windows, Linux, Oracle, and .NET.
• Preferred: Hands-on experience with proactive health checks, dashboards, and Eyes on Glass monitoring models.

Responsibilities:

• Lead real-time triage calls for application and infrastructure events affecting critical services, keeping discussions focused on restoration and coordinating the necessary teams.
• Communicate incident updates clearly and promptly to CTO/CIO groups and business stakeholders.
• Monitor enterprise systems, validate alerts, and respond to application and infrastructure events using dashboards and other tools.
• Ensure partners and subject matter experts follow through on actions, escalations, and documentation during restoration.
• Analyze trends proactively to identify risks and help prevent production impacts.
• Identify opportunities to improve monitoring and automation, working with Monitoring Architecture and Engineering to implement them.
• Create and carry out standard troubleshooting and escalation procedures to support rapid resolution.
• Support monthly integrated and infrastructure releases and production recoveries, including extended hours, weekends, and holidays when needed.

Technologies:

• CTO
• Dynatrace
• Incident Management
• Support
• ITIL
• Linux
• Oracle
• ServiceNow
• Splunk
• Windows
• ASP.NET
• React

More

We are BCforward, a global IT consulting and workforce solutions firm serving Fortune 500 and government clients. Founded in 1998, we provide business solutions through offices and delivery centers across North America and India, with an emphasis on long-term relationships, innovation, collaboration, and integrity. We are seeking a Production / Technical Support III (Major Incident Manager) to support our CWO APS EIM organization. This is a 10-month contract based in Jacksonville, Florida, or Chandler, Arizona, paying $44.16 per hour on W-2. We offer competitive compensation and benefits, growth opportunities with global clients, a supportive and inclusive culture, and exposure to advanced technologies and projects. We are an equal opportunity employer committed to diversity and an inclusive workplace.

last updated 43 week of 2026