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About the role
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
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