Technical Support - Production - Hybrid
Job in
Richmond, Henrico County, Virginia, 23214, USA
Listed on 2026-06-13
Listing for:
Experis/Manpower Group
Full Time, Part Time
position Listed on 2026-06-13
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Systems Engineer, Cybersecurity
Job Description & How to Apply Below
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
- Site Scope
- Tivoli Netcool / WebGUI
- Gomez
- Experience with:
- Web Sphere MQ
- Java Applets / JVM
- OOS / Web Methods
- Knowledge of:
- Unix/Linux operating systems
- Windows environments
- 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
- Basic understanding of:
- ITIL / ITSM frameworks
- Preferred:
- ITIL Foundation or Intermediate certification
- Experience with:
- Incident, problem, and change management processes
- 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
- 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
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