Production / Technical Support III

Job Description

Job Description

Job Title: Production / Technical Support III (Major Incident Manager)

Location: Jacksonville, FL or Chandler, AZ

Duration: Contract - 10 months

Pay Range: $44.16/hr (W2)

Job ID: 411371

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Production / Technical Support III to join our team supporting the CWO APS EIM organization. The ideal candidate will have strong experience in major incident leadership, event management, and enterprise monitoring and a proven ability to lead restoration, drive cross-functional triage, and deliver timely incident communications .

Responsibilities:

• Lead real-time incident triage calls for application and infrastructure events impacting critical services.
• Ask probing questions, maintain restoration focus, and coordinate engagement across all required teams.
• Provide clear, concise, and timely incident communications to CTO/CIO groups and business stakeholders.
• Monitor enterprise systems, validate alerts, and react to application and infrastructure events using dashboards and tools.
• Hold partners and SMEs accountable for actions, escalation, and documentation during restoration activities.
• Perform proactive trend analysis to identify risks and prevent production impact.
• Identify opportunities for enhanced monitoring and automation and partner with Monitoring Architecture and Engineering to implement.
• Develop and execute standard procedures for troubleshooting and escalation to drive rapid resolution.
• Support monthly integrated and infrastructure releases and production recoveries, including extended hours, weekends, and holidays as needed.

Required Skills & Qualifications:

• 3 to 5 years leading incident triage and event management in large IT operations or production support environments.
• Experience with Major Incident Management and Technical Event Management, including call leadership.
• Proficiency with ServiceNow, AIOps platforms, and Microsoft Office tools.
• Working knowledge of Splunk, Dynatrace, Netcool, and enterprise monitoring practices.
• Strong analytical and problem-solving skills with the ability to make risk-based decisions under pressure.
• Excellent written and verbal communication skills with the ability to tailor messages by audience.
• Familiarity with ITIL and SRE methodologies, Incident Commander practices, and the Incident Command System model.

Preferred Skills:

• Experience across application, infrastructure, and networking support, including Windows, Linux, Oracle, and .NET.
• Hands-on experience with proactive health checks, dashboards, and Eyes on Glass monitoring models.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits
• Opportunities for growth with global clients
• A supportive, inclusive culture that values innovation and people
• Exposure to cutting-edge technologies and projects

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.