Production Services Specialist

Job Description

Job Description

Genesis10 is currently seeking a Production Services Specialist for a contract position with a Global Financial Institution located in Chandler, AZ. This is a 10+ month contract opportunity.

This specialist supports enterprise production services and incident response by independently coordinating routine to moderately complex service disruptions, validating impact, engaging support teams, maintaining incident documentation, and preparing clear operational communications. The role is expected to understand established incident management practices, apply sound judgment during active events, and help drive timely restoration activities while escalating higher-risk or major incidents to senior command resources.

Responsibilities:

• Coordinate response activities for routine to moderately complex production incidents using established incident management processes
• Perform initial and ongoing triage by validating symptoms, impacted services, affected users, business impact, severity, and escalation needs
• Engage and coordinate technical support teams, application owners, infrastructure teams, and service partners through approved escalation paths
• Monitor dashboards, alerts, queues, communications channels, and telemetry sources to identify service degradation, recurring patterns, and potential incident triggers
• Prepare structured incident updates, bridge notes, timelines, and stakeholder communications using approved templates and standards
• Maintain accurate system-of-record documentation, including actions taken, escalation decisions, ownership changes, recovery milestones, and business impact details
• Escalate major incidents, executive-impacting events, unclear ownership, stalled recovery efforts, or elevated risk conditions to senior command resources
• Support containment, stabilization, and restoration activities by tracking recovery actions, dependencies, risks, and next steps across teams
• Contribute to post-incident reviews by compiling timelines, supporting evidence, impact summaries, lessons learned, and follow-up actions
• Assist with continuous improvement efforts related to alert hygiene, runbook accuracy, process adherence, communication quality, and operational readiness

Requirements:

• 4–5+ years of experience in technology operations, production support, incident management, command center operations, application support, infrastructure support, service desk escalation, or a related technical operations environment
• Working knowledge of ITSM principles, incident lifecycle processes, severity models, escalation criteria, service impact assessment, and operational governance expectations
• Demonstrated ability to coordinate multiple technical teams during active production events and maintain organized follow-through through resolution or escalation
• Ability to interpret monitoring alerts, incident symptoms, user impact, application dependencies, and operational data to support triage and severity validation
• Strong written and verbal communication skills, including the ability to create clear incident updates, handoffs, summaries, and timeline documentation
• Sound judgment, composure, accountability, and attention to detail during time-sensitive production events
• Experience using incident tracking, collaboration, monitoring, knowledge management, and Microsoft 365 tools
• Experience with Dynatrace, ITIL, and Splunk

Desired skills:

• ITIL Foundation, service management, incident management, SRE, or crisis coordination training
• Experience supporting major incident bridges, production support calls, command center operations, or cross-functional recovery events
• Exposure to observability or monitoring platforms such as Splunk, Dynatrace, enterprise dashboards, alerting platforms, or similar tools
• Familiarity with application and infrastructure dependencies, change-event-incident correlation, knowledge articles, runbooks, and CMDB concepts
• Experience contributing to post-incident reviews, operational readiness activities, process improvements, or documentation enhancements
• Ability to coach or guide less experienced analysts on process execution, documentation quality, escalation discipline, and incident communication basics

Pay range: $34.18 - $42.18 per hour

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.