Our client, Enterprise Technology Operations is seeking a Production / Technical Support III to join their team. As a Production / Technical Support III, you will be part of the CWO APS EIM team supporting technical events and real-time application/infrastructure triage. The ideal candidate will have strong incident communication skills, proven call leadership for major incidents, and the ability to proactively monitor and analyze alerts to drive timely restoration. Job Title:Production / Technical Support III Location:Charlotte, NC Pay Range: $40-$44/hr What's the Job?
- Lead technical triage calls by asking probing questions, maintaining restoration focus, and delivering clear, concise, and timely incident communications to CTO/CIO groups.
- Ensure all necessary teams are engaged and focused on their tasks during restoration, with the flexibility to adjust priorities as new information emerges.
- Specialize in proactive monitoring by leveraging monitoring tools and dashboards to analyze, validate, and react to application and infrastructure alerts.
- Drive effective triage leadership for Consumer and Wealth technology and operations incidents, including Technical Event Management.
- Hold business partners, subject matter experts, and technical partners accountable during restoral activities by ensuring proper escalation, accurate documentation, and timely business communications. What's Needed?
- Minimum 3 - 5 years of experience leading incident triage and event management in a large IT operations production support environment.
- Prior Technical Generalist / Major Incident Management / Event Management experience, with familiarity in ITIL methodology and operational readiness practices.
- Experience using ServiceNow, AIOps, and Microsoft Suite of tools; working knowledge of Splunk, Dynatrace, Netcool, and other monitoring tools.
- Ability to interpret system alerts, establish a strong starting point for technical event management, and perform trending and analysis to proactively identify potential issues.
- Excellent written and verbal communication skills, strong leadership and facilitation skills, and the ability to work independently or collaboratively under pressure while managing multiple priorities. What's in it for me?
- Opportunity to lead restoration-focused incident triage and drive urgent, high-impact technical communications.
- Hands-on role using enterprise monitoring tools, dashboards, and proactive health routines to reduce production risk.
- Exposure to incident/event management across application, infrastructure, and networking support in complex, global, enterprise-scale environments.
- Chance to improve operational effectiveness by identifying opportunities for additional monitoring and automation and partnering with Monitoring Architecture and Engineering.
- Structured approach to troubleshooting by developing and executing reliable procedures, escalating appropriately to resolve incidents quickly.
Upon completion of waiting period consultants are eligible for:
- Medical and Prescription Drug Plans
- Dental Plan
- Vision Plan
- Health Savings Account
- Health Flexible Spending Account
- Dependent Care Flexible Spending Account
- Supplemental Life Insurance
- Short Term and Long Term Disability Insurance
- Business Travel Insurance
- 401(k), Plus Match
- Weekly Pay If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you! About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells. ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.