Technical Support – Production

Location: Richmond, VA (Hybrid – 3 days/week onsite)

Role Overview

This role operates within Event Incident Management (EIM), providing 24x7 monitoring and support for critical infrastructure and application components supporting customer-facing platforms. The position focuses on proactive incident detection, analysis, and resolution to ensure minimal service disruption.

The role requires working independently on complex issues while collaborating across global teams to maintain system stability, performance, and availability.

Core Skills & Experience

Monitoring & Observability

• Strong working knowledge of:
  • Splunk
• Experience with monitoring tools such as:
  • CA Introscope
  • SiteScope
  • Tivoli Netcool / WebGUI
  • Gomez

Middleware & Platforms

• Experience with:
  • WebSphere MQ
  • Java Applets / JVM
  • OOS / WebMethods
• Knowledge of:
  • Unix/Linux operating systems
  • Windows environments

Production Support

• 5+ years of experience in IT production support or similar environments
• Experience supporting large-scale enterprise systems
• Ability to:
  • Diagnose and resolve complex production issues
  • Work in global, distributed team environments
  • Handle multiple tasks in high-pressure situations

ITSM & Processes

• Basic understanding of:
  • ITIL / ITSM frameworks
• Preferred:
  • ITIL Foundation or Intermediate certification
• Experience with:
  • Incident, problem, and change management processes

Key Responsibilities

• Monitor infrastructure and applications to proactively detect issues
• Respond to alerts and investigate production incidents
• Escalate issues to advanced support teams when necessary
• Perform trend analysis using monitoring tools to prevent incidents
• Execute:
  • Environment routing and cycling
  • Splash page implementations
• Partner with Change Operations to support deployments and changes
• Identify opportunities for:
  • Improved monitoring
  • Automation enhancements
• Develop and execute troubleshooting procedures
• Ensure rapid resolution of incidents with proper escalation

Core Competencies

• Strong communication (verbal and written)
• Proven team player in multicultural/global environments
• Ability to work independently and collaboratively
• Strong problem-solving and analytical skills
• Proactive, results-driven mindset with attention to detail
• Flexible to work non-standard hours and weekends