Hybrid Technical Operations Analyst — Incident & Support

Brooksource; Charlotte (NC); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

401k with company match

Paid time off

Employee Assistance Program

Job summary

Brooksource is seeking a Client Technical Services (CTS) Analyst to support a banking client’s investment technology team. The role emphasizes incident management, production support, and ticket triage via Salesforce, with collaboration across internal teams and third-party vendors.

The position offers exposure to investment systems, production environments, and cross-functional operations in a hybrid Charlotte-based setting. 1–4 years in Help Desk or Production Support is preferred.

Qualifications

• Experience with ticketing systems (Salesforce, Jira, or similar).
• Strong troubleshooting and problem-solving skills.
• Ability to identify trends and escalated issues proactively.
• Excellent communication skills and comfort working cross-functionally.
• Excel exposure.

Responsibilities

• Ticket intake and prioritization.
• Incident tracking and follow-ups.
• Data/metrics collection and reporting.
• Vendor coordination and issue resolution support.
• Continuous learning of systems and business processes.

Skills

Salesforce

Jira

Troubleshooting

Trend analysis

Cross-functional communication

Excel

Splunk

Dynatrace

Tools

Splunk

Dynatrace

Job description

Brooksource is seeking a Client Technical Services (CTS) Analyst to support a banking client’s investment technology team. The role emphasizes incident management, production support, and ticket triage via Salesforce, with collaboration across internal teams and third-party vendors.

The position offers exposure to investment systems, production environments, and cross-functional operations in a hybrid Charlotte-based setting. 1–4 years in Help Desk or Production Support is preferred.