Production / Technical Support III

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., * 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.

• 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.

• 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

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.