Technical Support Advisor

Jobtailor; Franklin (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an IT Production Support professional to lead triage and resolution of Sev1/Sev2 incidents across business-critical applications. You will coordinate incident bridges, document decisions, and communicate updates to stakeholders in IT and business teams.

The role emphasizes data-driven root cause analysis, log reviews, and collaboration with engineering for Deployments and post-implementation validation, with strong focus on monitoring, automation, and process improvement.

Qualifications

• Minimum 4 years of experience in IT production support, application support, technical support, or technology operations.
• Experience supporting business-critical applications in a 24x7 or high-availability environment.
• Experience handling major incidents, outage communications, root cause analysis, and corrective action planning.
• Working knowledge of ITIL-based Incident, Problem, and Change Management practices.
• Strong troubleshooting and analytical skills, including log review and data validation using SQL or similar query methods.
• Experience with monitoring, alerting, and ticketing tools such as Splunk, Dynatrace, Kibana, ELK, ServiceNow, Jira, or similar platforms.
• Ability to explain technical issues in clear, business-friendly language and manage multiple priorities under pressure.
• Demonstrated collaboration, ownership, and customer-focused judgment when working with cross-functional teams.
• Basic scripting experience, such as PowerShell, Python, or Shell, to support diagnostics or automation.
• Exposure to cloud platforms, CI/CD practices, DevOps concepts, microservices, containers, middleware, message queues, or event-driven architecture.
• ITIL Foundation certification or experience serving as an Incident Manager, Problem Manager, or mentor to junior support analysts.
• Experience supporting customer-facing applications or working in healthcare, financial services, insurance, retail, or another regulated industry.
• Experience creating executive-level incident summaries, operational reports, SLA/OLA tracking, capacity planning, or continuous improvement updates.
• If working at home occasionally or permanently, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload is required.

Responsibilities

• Lead triage and resolution for Sev1/Sev2 incidents.
• Coordinate incident bridges, document key decisions, and provide updates to partners.
• Analyze logs, alerts, and performance trends to identify root cause and corrective actions.
• Monitor application health and use trends to prevent repeat issues.
• Collaborate with engineering on code-related issues, deployments, and post-implementation validation.
• Maintain CM templates, runbooks, SOPs, and knowledge articles.
• Identify automation and process improvements to reduce manual effort and strengthen service performance.

Skills

IT Production Support

Incident Management

SQL Data Validation

Monitoring Tools Experience

Log Review

Basic Scripting

Troubleshooting

Root Cause Analysis

Data Analysis

Collaboration

Ownership

Clear Communication

Customer-Focused Judgment

Ability to Manage Priorities

Education

ITIL Foundation Certification

Tools

Splunk

Dynatrace

Kibana

ServiceNow

Jira

Job description

• Lead triage and resolution for complex production issues, including Sev1 and Sev2 incidents
• Coordinate incident bridges, document key decisions, and provide updates to business, infrastructure, database, network, and development partners
• Analyze application logs, alerts, batch jobs, interfaces, and performance trends to identify root cause, workarounds, and corrective actions
• Monitor application health, availability, and stability and use data and trend analysis to prevent repeat issues
• Partner with engineering teams on code-related issues, release readiness, production deployments, and post-implementation validation
• Maintain support documentation, runbooks, standard operating procedures, and knowledge articles
• Identify automation, monitoring, and process improvement opportunities to reduce manual effort and strengthen service performance

Requirements

• Minimum of 4 years of experience in IT production support, application support, technical support, or technology operations
• Experience supporting business-critical applications in a 24x7 or high-availability environment
• Experience handling major incidents, outage communications, root cause analysis, and corrective action planning
• Working knowledge of ITIL-based Incident, Problem, and Change Management practices
• Strong troubleshooting and analytical skills, including log review and data validation using SQL or similar query methods
• Experience with monitoring, alerting, and ticketing tools such as Splunk, Dynatrace, Kibana, ELK, ServiceNow, Jira, or similar platforms
• Ability to explain technical issues in clear, business-friendly language and manage multiple priorities under pressure
• Demonstrated collaboration, ownership, and customer-focused judgment when working with cross-functional teams
• Basic scripting experience, such as PowerShell, Python, or Shell, to support diagnostics or automation
• Exposure to cloud platforms, CI/CD practices, DevOps concepts, microservices, containers, middleware, message queues, or event-driven architecture
• ITIL Foundation certification or experience serving as an Incident Manager, Problem Manager, or mentor to junior support analysts
• Experience supporting customer-facing applications or working in healthcare, financial services, insurance, retail, or another regulated industry
• Experience creating executive-level incident summaries, operational reports, SLA/OLA tracking, capacity planning, or continuous improvement updates
• If working at home occasionally or permanently, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload is required

Core Competencies

Demonstrates expertise in IT production support and incident management, with a strong focus on troubleshooting, root cause analysis, and process improvement. Proficient in utilizing monitoring tools and scripting for automation while effectively communicating technical issues to diverse stakeholders.

Highest-signal resume keywords

• IT Production Support
• Incident Management
• SQL Data Validation
• Monitoring Tools Experience
• ITIL Foundation Certification

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Root Cause Analysis
• Log Review
• Basic Scripting
• Data Analysis

Soft Skills

• Collaboration
• Customer-Focused Judgment
• Clear Communication
• Ownership
• Ability to Manage Priorities

Certifications & Qualifications

• ITIL Foundation Certification

Industry Keywords

• High-Availability Environment
• Business-Critical Applications
• Continuous Improvement
• Healthcare
• Financial Services

Tools & Technologies

• Splunk
• Dynatrace
• Kibana
• ServiceNow
• Jira