24/7 Production Support Analyst — Incident & Metrics

BC Forward; Plano (TX); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Inclusive culture

Cutting-edge tech

Job summary

BCforward is seeking a Jr Production Support Tech to join our Plano team under a contract (12+ months). The role emphasizes 24/7 support, incident management, and performance reporting to stabilize services and mitigate risk across business applications.

You will monitor a 24/7 service model, create dashboards, triage problems with engineering and vendors, and support change and release activities while maintaining asset records with audit readiness. 3+ years in technology operations preferred.

Qualifications

• Experience in 24/7 operations support and incident management.
• Proficient at producing performance metrics, dashboards, and reports.
• Strong problem-solving and cross-team coordination skills.
• Knowledge of change management and release processes.
• Understanding of business continuity, resiliency, and IT risk management.

Responsibilities

• Support and monitor a 24/7 customer support and service delivery model, including on-call participation as needed.
• Create, track, and communicate performance metrics and operational reports to stakeholders.
• Triage and resolve technical problems by partnering with engineering, vendors, and cross-functional teams.
• Maintain business applications knowledge to support incident, change, and release activities.
• Support business continuity, resiliency practices, and IT risk management controls.
• Manage technology assets and inventory records with accuracy and audit readiness.
• Apply analytical thinking to identify problems, document root causes, and propose risk mitigation actions.

Skills

24/7 operations support

Incident management

Performance metrics & dashboards

Technical problem resolution

Cross-team coordination

Change management

Release processes

Business continuity & resiliency

IT risk management

Asset & inventory management

Analytical thinking

Communication & teamwork

3+ years technology operations

Tools

ITSM platforms

Monitoring tools

Job description

BCforward is seeking a Jr Production Support Tech to join our Plano team under a contract (12+ months). The role emphasizes 24/7 support, incident management, and performance reporting to stabilize services and mitigate risk across business applications.

You will monitor a 24/7 service model, create dashboards, triage problems with engineering and vendors, and support change and release activities while maintaining asset records with audit readiness. 3+ years in technology operations preferred.