Senior Major Incident Leader & Technical Event Manager

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

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.