Major Incident Manager / Production Support Incident

BCforward; Jacksonville (FL); On-site; USD 61,000 - 62,000; Full time

Job summary

BCforward is seeking a Production / Technical Support III to lead major incidents and live triage across applications and infrastructure. The role focuses on restoring critical services quickly and delivering clear updates to CTO/CIO and stakeholders.

The candidate will monitor dashboards, engage the right teams, analyze events, and drive incident resolution with strong communication. Contract position with 10-month duration and competitive hourly pay.

Qualifications

• 3-5 years leading incident triage and event management in large IT operations environments.
• Proficiency with ServiceNow, AIOps platforms, and Microsoft Office tools for coordination and reporting.
• Working knowledge of Splunk, Dynatrace, Netcool, and enterprise monitoring practices.
• Experience interpreting system alerts and establishing strong starting points for technical event management.
• Solid understanding of application, infrastructure, and networking support concepts.
• Excellent analytical, problem-solving, and decision-making skills under pressure with attention to detail.
• Strong written and verbal communication skills with the ability to tailor messages to varied audiences and seniority.
• Ability to work independently and collaboratively, managing multiple priorities and shifting demands.

Responsibilities

• Lead technical triage bridges and restore services for high-priority incidents across applications and infrastructure.
• Drive effective incident communications to CTO/CIO and stakeholder groups with timely, concise updates.
• Ensure the right technical teams are engaged, held accountable, and focused on restoration tasks and timelines.
• Proactively monitor enterprise systems using dashboards and alerts to validate, analyze, and respond to events.
• Perform trend analysis to identify risks, recommend preventive actions, and reduce repeat incidents.
• Partner with Monitoring Architecture and Engineering to enhance monitoring coverage and automation opportunities.
• Develop and execute standard operating procedures for troubleshooting and escalation.
• Support monthly integrated and infrastructure releases and production recoveries, including after-hours coverage as needed.
• Maintain accurate incident documentation and ensure adherence to escalation paths and communication SLAs.

Skills

Incident triage leadership

Event management

Enterprise monitoring

Incident communications

ServiceNow

AIOps

Splunk

Dynatrace

Netcool

Microsoft Office

Tools

ServiceNow

AIOps platforms

Splunk

Dynatrace

Netcool

Microsoft Office

Job description

Job Title: Major Incident Manager / Technical Event Manager / Production Support Incident

Location: Jacksonville, FL / Chandler, AZ

Duration: Contract – 10 months

Pay Range: $44.16/hr (W2)

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Production / Technical Support III to join our dynamic team. The ideal candidate will have strong experience in major incident leadership, real-time technical triage, and enterprise monitoring and a proven ability to restore business-critical services quickly while driving clear incident communications.

Responsibilities:

• Lead technical triage bridges and restore services for high-priority incidents across applications and infrastructure.

• Drive effective incident communications to CTO/CIO and stakeholder groups with timely, concise updates.

• Ensure the right technical teams are engaged, held accountable, and focused on restoration tasks and timelines.

• Proactively monitor enterprise systems using dashboards and alerts to validate, analyze, and respond to events.

• Perform trend analysis to identify risks, recommend preventive actions, and reduce repeat incidents.

• Partner with Monitoring Architecture and Engineering to enhance monitoring coverage and automation opportunities.

• Develop and execute standard operating procedures for troubleshooting and escalation.

• Support monthly integrated and infrastructure releases and production recoveries, including after-hours coverage as needed.

• Maintain accurate incident documentation and ensure adherence to escalation paths and communication SLAs.

Required Skills & Qualifications:

• 3-5 years leading incident triage and event management in large IT operations environments.

• Proficiency with ServiceNow, AIOps platforms, and Microsoft Office tools for coordination and reporting.

• Working knowledge of Splunk, Dynatrace, Netcool, and enterprise monitoring practices.

• Experience interpreting system alerts and establishing strong starting points for technical event management.

• Solid understanding of application, infrastructure, and networking support concepts.

• Excellent analytical, problem-solving, and decision-making skills under pressure with attention to detail.

• Strong written and verbal communication skills with the ability to tailor messages to varied audiences and seniority.

• Ability to work independently and collaboratively, managing multiple priorities and shifting demands.

Preferred Skills:

• Background as Major Incident Manager or Event Manager in complex, global enterprises.

• Familiarity with ITIL and SRE methodologies, Incident Commander practices, and Incident Command System models.

• Hands-on experience with proactive health checks, dashboards, and eyes-on-glass monitoring models.

• Experience with .NET technologies, Windows, Linux, and Oracle.

• Customer-centric approach with strong call leadership and facilitation skills.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.

• Opportunities for growth with global clients.

• A supportive, inclusive culture that values innovation and people.

• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.