Production Support

Indotronix International Corporation • Charlotte, NC

2d

About The Position

Join a dynamic team in Charlotte, NC as a Production Support Technical Analyst II, specializing in incident and event management across enterprise environments. The role supports live operations by coordinating critical response efforts and using monitoring tools such as Splunk and Dynatrace. It offers an opportunity to develop ITSM expertise, collaborate across technical teams, and contribute to service reliability.

The analyst coordinates incident response from initial bridge setup through resolution, analyzes operational events and telemetry to identify root causes and escalation triggers, and maintains accurate real-time incident records. The role applies ITIL-based practices across Event, Incident, Change, and Problem Management, supports containment and restoration with technical teams, and communicates operational updates to stakeholders. It also identifies potential improvements to triage, runbooks, thresholds, and incident response effectiveness.

Requirements

• Approximately 3 years of hands-on experience in technology operations, production support, or monitoring environments.
• Proficiency with monitoring and performance analysis tools, especially Splunk and Dynatrace.
• Solid understanding of ITSM processes, including Event, Incident, Change, and Problem Management.
• Incident management training, ITIL Foundation certification, or equivalent operational service background.
• Familiarity with Python for automation or operational scripting.
• Strong attention to detail, recordkeeping, and operational documentation.

Nice To Haves

• Experience with Performance Engineering Analysis.
• Advanced proficiency with Splunk and Dynatrace.
• Exposure to enterprise-scale support environments.

Responsibilities

• Open and support incident bridges, engage responder teams, and manage incident logistics through resolution.
• Analyze operational events, telemetry data, dashboards, and logs to identify root causes and escalation triggers.
• Maintain accurate, real-time incident records, timelines, and status updates in the approved system of record.
• Execute escalations and major incident processes according to impact, urgency, and severity standards.
• Collaborate with application, infrastructure, and support teams on containment, restoration, and shift handovers.
• Provide clear, factual operational updates to incident partners and communication stakeholders.
• Apply ITIL-based best practices across Event, Incident, Change, and Problem Management.
• Identify and suggest improvements to triage, runbooks, thresholds, and incident response based on recurring patterns and operational trends.
• Maintain composure, accuracy, and effective collaboration during live incidents and shifting priorities.

Benefits

• Opportunity for growth into senior technical and leadership roles.
• Exposure to cutting-edge monitoring and automation technologies.
• Collaborative, fast-paced environment focused on operational excellence.
• Competitive compensation and benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed