Application Support Specialist

GSD Search, LLC; Zionsville (IN); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) matching

Job summary

GSD Search, LLC in Indiana is seeking a Production Operations Analyst II to support a fast-paced Network Operations Center (NOC). This role monitors business-critical technology services and acts as the initial contact for suspected large-scale incidents, triaging and documenting before action or escalation.

The position includes team-lead responsibilities, guiding NOC Analysts I, participating in post-incident reviews, and maintaining incident-management procedures.

Qualifications

• Associate degree or equivalent with technical background.
• Experience monitoring IT networks, systems, or infrastructure in an SLA-driven environment.
• Familiarity with telemetry and monitoring tools; quick learner of new platforms.
• Strong written and verbal communication; ability to handle multiple incidents.
• Leadership or escalation experience preferred.

Responsibilities

• Monitor IT networks, systems, applications, and infrastructure for service-impacting events.
• Respond to alarms and monitoring notifications within SLA requirements.
• Triage, document, and escalate critical issues within 15 minutes of detection or report.
• Serve as the initial point of contact for incidents reported by phone, email, or monitoring tools.
• Guide and mentor NOC Analysts I in triage, ticketing, and escalation practices.
• Participate in post-incident reviews and recommend improvements to response procedures.

Skills

SLA-driven monitoring

Incident triage

Ticketing systems

Communication skills

Mentoring/leadership

Education

Associate degree in technical field

Tools

Telemetry tools

Job description

Both Mon - Fri
8-5 & 3pm - 12
We are seeking a Production Operations Analyst II to support a fast-paced Network Operations Center (NOC) environment. This position is responsible for monitoring business-critical technology services and serving as the initial point of contact for suspected large-scale incidents.

About The Job
2 Openings: 1 Day Shift and 1 2nd Shift

Both Mon - Fri
8-5 & 3pm - 12
We are seeking a Production Operations Analyst II to support a fast-paced Network Operations Center (NOC) environment. This position is responsible for monitoring business-critical technology services and serving as the initial point of contact for suspected large-scale incidents.

Issues may be identified through phone calls, email, in-person reports, instant messaging, or alerts generated by monitoring tools. The Production Operations Analyst II will quickly triage and document each incident before either taking an approved corrective action or escalating it according to established NOC procedures. Critical incidents must be identified and escalated within 15 minutes to minimize business impact.

This position also includes Team Lead responsibilities, providing day-to-day guidance and mentorship to NOC Analyst I team members and serving as the team's primary escalation point.

How You'll Contribute

The Production Operations Analyst II will monitor IT networks, systems, applications, and infrastructure within a highly SLA-driven environment. This position requires the ability to understand telemetry and monitoring alerts, correlate alarms with potential service impacts, and rapidly escalate significant incidents.

For lower-impact incidents, established procedures may allow the analyst to perform initial troubleshooting or corrective actions directly. Strong written and verbal communication skills are essential, as this role requires clear, timely, and accurate reporting throughout the incident-management process.

Schedule and On-Site Requirements

This hybrid position begins with 30 days of on-site training in Zionsville, Indiana, Monday through Friday from 8:00 a.m. to 5:00 p.m. ET.

Following training, the schedule will include three required in-office days and two remote days each week.

• First shift: 8:00 a.m.-5:00 p.m. ET with a one-hour lunch
• Required in-office days: Tuesday through Thursday
• Remaining scheduled days: Remote
• Weekly schedule may include one weekend day and four weekdays
• Occasional Monday or Friday on-site attendance may be required for major company events or team meetings, not to exceed two weeks per month

On-site attendance Tuesday through Thursday is mandatory because critical monitoring services are housed within the Zionsville NOC. The NOC also serves as an interactive technical resource where employees and IT teams can report suspected outages, collaborate on troubleshooting, and review the overall health of the organization's technology environment.

Main Accountabilities

• Monitor IT networks, systems, applications, and infrastructure for service-impacting events
• Respond to alarms and monitoring notifications within established SLA requirements
• Triage, document, and escalate critical issues within 15 minutes of detection or initial report
• Serve as the initial point of contact for incidents reported by phone, email, instant messaging, monitoring tools, or in person
• Correlate telemetry and monitoring data to identify potential service disruptions
• Clearly document incident details, troubleshooting steps, and actions taken within the ticketing system
• Follow established Method and Procedure documentation to ensure consistent incident management
• Perform approved initial troubleshooting and corrective actions when appropriate
• Collaborate with NOC Operators and other IT teams to resolve or escalate incidents
• Guide and mentor NOC Analyst I employees in effective triage, ticketing, and escalation practices
• Serve as the primary escalation point for junior members of the NOC team
• Participate in post-incident reviews and recommend improvements to response procedures
• Help maintain and update NOC documentation
• Maintain awareness of infrastructure status, active incidents, and known issues
• Provide accurate and timely updates to technical teams and business stakeholders

Qualifications

• Associate degree in a related technical discipline or an equivalent combination of education, technical certifications, training, and professional experience
• Experience monitoring IT networks, systems, applications, or infrastructure in an SLA-driven environment
• Familiarity with IT telemetry and monitoring tools, with the ability to quickly learn new platforms
• Basic understanding of incident-management, ticketing, troubleshooting, and escalation processes
• Ability to rapidly assess and respond to service-impacting incidents under time-sensitive conditions
• Strong written and verbal communication skills
• Demonstrated ability to remain organized and professional while managing multiple incidents or competing priorities
• Ability to work effectively with technical teams in high-pressure situations
• Detail-oriented approach to incident documentation and process compliance
• Ability to follow established procedures while adapting as new processes are developed
• Strong technical aptitude and willingness to learn new technologies
• Previous leadership, mentoring, or escalation-management experience is preferred

Benefits

Eligible employees working 30 or more hours per week may participate in a comprehensive benefits package that includes:

• Medical, dental, and vision insurance options
• Basic and supplemental life insurance
• Short-term and long-term disability coverage
• Employee Assistance Program and wellness resources
• 401(k) plan with company matching contributions

The employer is committed to maintaining a supportive and inclusive workplace where individual differences are respected and valued. All employees share responsibility for fostering a culture of dignity, collaboration, understanding, and mutual respect.