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# Production / Technical Support III

- **Company:** BC Forward
- **Location:** Jacksonville, FL, United States
- **Experience:** Experienced
- **Salary:** $91,853.0
- **Contract:** Temporary contract
- **Skills:** .NET Framework, Microsoft Windows, Linux, Monitoring of Systems, Tivoli Management Framework, Information Technology Operations, Microsoft Office, Oracle (Applications), Network Support, Splunk, AIOps, Dynatrace, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://www.disabledperson.com/jobs/76219549-production-technical-support-iii

## About the Role

* 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.

## 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., * 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.