Technical Support Advisor, IT Production & Incident Management
Overview
You will own triage and resolution for Sev1 and Sev2 incidents across critical production applications, protecting stability for millions of users. You will coordinate incident bridges, drive root cause analysis, and partner with engineering, infrastructure, and business teams. This role sits in a 24x7 high-availability environment, using Splunk, Dynatrace, and ServiceNow to turn production challenges into stronger systems. You will also identify automation opportunities and improve runbooks, making a direct impact on operational reliability.
What You'll Do7
- 1Lead triage and resolution for Sev1 and Sev2 incidents, restoring service with minimal business impact
- 2Coordinate incident bridges, document key decisions, and update business, infrastructure, database, network, and development partners
- 3Analyze application logs, alerts, batch jobs, and performance trends using SQL, Splunk, and Dynatrace to find root cause and workarounds
- 4Monitor application health and stability, using trend analysis to prevent repeat issues
- 5Partner with engineering teams on code issues, release readiness, and production deployments
- 6Maintain runbooks, standard operating procedures, and knowledge articles for rapid response
- 7Identify automation and monitoring improvements that reduce manual effort and strengthen service performance
Requirements11
- 14+ years in IT production support, application support, or technical operations
- 2Experience supporting business-critical applications in a 24x7 high-availability environment
- 3Hands-on incident management, including outage communications and root cause analysis
- 4Working knowledge of ITIL Incident, Problem, and Change Management practices
- 5Strong troubleshooting with log review and data validation using SQL or similar query methods
- 6Experience with monitoring and ticketing tools like Splunk, Dynatrace, Kibana, ELK, ServiceNow, or Jira
- 7Ability to translate technical issues into business-friendly language and manage multiple priorities
- 8Demonstrated collaboration, ownership, and customer-focused judgment
- 9Preferred: PowerShell, Python, or Shell scripting for diagnostics or automation
- 10Preferred: ITIL Foundation certification or experience as an Incident Manager
- 11Preferred: Exposure to cloud platforms, CI/CD, DevOps, microservices, containers, or message queues
Salary Insight
Salary not disclosed in listing
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