Production Services Specialist

MSP•Chandler, AZ

About The Position

Genesis10 is seeking a Production Services Specialist for a 12+ month contract supporting a Global Financial Institution in Chandler, Arizona. The role supports enterprise production services and incident response by coordinating service disruptions, validating impact, and engaging support teams. The specialist works with technical teams, service owners, and operational leaders to maintain situational awareness, coordinate recovery, and ensure incident records accurately reflect timelines, actions, and business impact.

Requirements

At least 7 years of experience in enterprise incident management, technology operations, command center leadership, or production services.
Strong understanding of ITSM principles, major incident response, business impact validation, and governance controls.
Demonstrated ability to direct cross-functional technical domains during high-urgency service disruptions.
Experience leading crisis and incident response as an Incident Commander in large-scale environments.
Executive-level written and verbal communication skills.
Ability to make sound decisions under pressure while balancing restoration, risk, and stakeholder expectations.
Proficiency with incident tracking, collaboration, telemetry, and Microsoft 365 tools.
Experience with Dynatrace, Splunk Enterprise, and ITIL.

Nice To Haves

ITIL Foundation, advanced ITSM certification, or training in incident command, crisis management, or business continuity.
Experience in financial services, regulated technology operations, or global command center environments.
Exposure to post-incident reviews, root cause analysis support, and problem management.
Experience mentoring junior command center resources.
Working knowledge of observability, monitoring, telemetry, and service health dashboards.
Familiarity with SRE, reliability engineering, service-level objectives, and automation practices.
Ability to influence without direct authority across technology, operations, and business teams.

Responsibilities

Coordinate response activities for routine to moderately complex production incidents using established incident management processes.
Perform initial and ongoing triage by validating symptoms, impacted services, affected users, business impact, priority, and escalation needs.
Engage and coordinate technical support teams, application owners, infrastructure teams, and service partners.
Monitor dashboards, alerts, queues, and communications channels to identify service degradation and potential incident triggers.
Prepare structured incident updates, bridge notes, timelines, and stakeholder communications.
Maintain accurate system-of-record documentation for incident-related activities.
Escalate major incidents, executive-impacting events, or stalled recovery efforts to senior command resources.
Support containment, stabilization, and restoration by tracking recovery actions and dependencies.
Perform regional turnover to support service continuity.
Contribute to post-incident reviews by compiling timelines, impact summaries, and lessons learned.
Assist with continuous improvement related to alert hygiene, runbook accuracy, and process adherence.