Production Services Specialist

MSP•Chandler, AZ

2d•Onsite

About The Position

Genesis10 is seeking a Production Services Specialist for a 10+ month contract position supporting a global financial institution in Chandler, Arizona. The role supports enterprise production services and incident response by independently coordinating routine to moderately complex service disruptions, validating impacts, engaging support teams, maintaining incident documentation, and preparing operational communications. The specialist applies established incident management practices and sound judgment during active events, supports timely service restoration, and escalates higher-risk or major incidents to senior command resources.

Requirements

4–5+ years of experience in technology operations, production support, incident management, command center operations, application support, infrastructure support, service desk escalation, or a related technical operations environment.
Working knowledge of ITSM principles, incident lifecycle processes, severity models, escalation criteria, service impact assessment, and operational governance expectations.
Demonstrated ability to coordinate multiple technical teams during active production events and maintain organized follow-through through resolution or escalation.
Ability to interpret monitoring alerts, incident symptoms, user impact, application dependencies, and operational data to support triage and severity validation.
Strong written and verbal communication skills, including the ability to create clear incident updates, handoffs, summaries, and timeline documentation.
Sound judgment, composure, accountability, and attention to detail during time-sensitive production events.
Experience using incident tracking, collaboration, monitoring, knowledge management, and Microsoft 365 tools.
Experience with Dynatrace, ITIL, and Splunk.

Nice To Haves

ITIL Foundation, service management, incident management, SRE, or crisis coordination training.
Experience supporting major incident bridges, production support calls, command center operations, or cross-functional recovery events.
Exposure to observability or monitoring platforms such as Splunk, Dynatrace, enterprise dashboards, alerting platforms, or similar tools.
Familiarity with application and infrastructure dependencies, change-event-incident correlation, knowledge articles, runbooks, and CMDB concepts.
Experience contributing to post-incident reviews, operational readiness activities, process improvements, or documentation enhancements.
Ability to coach or guide less experienced analysts on process execution, documentation quality, escalation discipline, and incident communication basics.

Responsibilities

Coordinate responses to routine and moderately complex production incidents using established incident management processes.
Perform initial and ongoing triage by validating symptoms, impacted services, affected users, business impact, severity, and escalation needs.
Engage and coordinate technical support teams, application owners, infrastructure teams, and service partners through approved escalation paths.
Monitor dashboards, alerts, queues, communications channels, and telemetry sources for service degradation, recurring patterns, and potential incident triggers.
Prepare structured incident updates, bridge notes, timelines, and stakeholder communications using approved templates and standards.
Maintain system-of-record documentation of actions, escalation decisions, ownership changes, recovery milestones, and business impact.
Escalate major incidents, executive-impacting events, unclear ownership, stalled recovery efforts, or elevated-risk conditions to senior command resources.
Support containment, stabilization, and restoration by tracking recovery actions, dependencies, risks, and next steps across teams.
Contribute to post-incident reviews by compiling timelines, supporting evidence, impact summaries, lessons learned, and follow-up actions.
Assist with continuous improvement related to alert hygiene, runbook accuracy, process adherence, communication quality, and operational readiness.