24x7 Incident Command Lead - Platform Reliability

LTM; Jacksonville (FL); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Disability Insurance

401(k) Matching

Life Insurance

Vacation & Sick Leave

Parental Leave

Job summary

LTIMindtree is seeking a Platform Support Analyst for Jacksonville, FL. Join a 24x7 production support team to drive incident triage, root cause analysis, and cross‑functional coordination during major incidents.

You will troubleshoot with Splunk, Dynatrace, and related tools, while delivering clear executive communications and thorough incident documentation. The role includes on‑call coverage in a hybrid work model (3 days in‑office) and collaboration with application, infrastructure, and

Qualifications

• 3 years of incident management triage leadership in a 24x7 production support environment.
• Experience leading major incident P1/P2 calls and coordinating cross-functional teams.
• Hands-on experience with Splunk for log analysis, monitoring and troubleshooting.
• Knowledge of Linux/Unix administration in production support.
• Experience with Dynatrace, AppDynamics, Introscope or similar APM/monitoring tools.
• Experience supporting batch processing and job scheduling environments.
• Strong troubleshooting, problem-solving and root cause analysis skills.
• Excellent written and verbal communication with executive summaries and incident communications.
• Experience with ITSM tools such as ServiceNow, Remedy or similar ticketing platforms.

Responsibilities

• Lead incident triage and resolution calls as the Incident Call Leader ensuring rapid restoration of services
• Coordinate with application, infrastructure, database and support teams during critical incidents
• Perform technical troubleshooting using Splunk, Dynatrace and other monitoring tools
• Create and manage incident and problem tickets throughout the incident lifecycle
• Provide timely and accurate communications to technical teams, business stakeholders and leadership
• Document detailed incident timelines, impact assessments and resolution notes
• Prepare executive summaries, incident reports and post‑mortem reviews
• Ensure data accuracy and quality within incident management systems
• Identify recurring production issues and drive continuous service improvement initiatives
• Develop and maintain operational procedures, runbooks and support documentation
• Monitor batch processing activities and coordinate issue resolution when failures occur
• Support 24x7 operations and participate in rotational on‑call support as required

Skills

Incident management leadership

Major incident leadership

Splunk

Linux/Unix administration

APM tools

Batch processing

Troubleshooting

Executive communication

ITSM tools

Job description

LTIMindtree is seeking a Platform Support Analyst for Jacksonville, FL. Join a 24x7 production support team to drive incident triage, root cause analysis, and cross‑functional coordination during major incidents.

You will troubleshoot with Splunk, Dynatrace, and related tools, while delivering clear executive communications and thorough incident documentation. The role includes on‑call coverage in a hybrid work model (3 days in‑office) and collaboration with application, infrastructure, and