Genesis10 is currently seeking a Production / Technical Support Consultant with our client in the financial industry located in Plano, TX and Charlotte, NC. This is a 12+ month contract position.
Responsibilities:
- Provide support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents
- Understand and ensure compliance with the Incident Management and Problem Management policies and procedures
- Key focal point for the Customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies
- Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed
- Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and work with senior team members or Technology Services Specialist to validate impacts and communicate all impacts to leadership, communications channels and so on
- Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled
- Communicate clearly with all levels of management
- Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation
- Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage
- Responsible for the data quality and completion of incident tickets
- Work research requests, ad hoc reports and offline incidents at the direction of the senior team members or the Technology Services Specialist
- Possess fundamental technical skills for various technologies needed to support the application platforms
- Manage and coordinate all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management
- Responsible for ensuring all impacts are accurately recorded and documented in the system of record
- Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures an d practices to determine appropriate action
Requirements:
- 5 or more years' experience in a Production Support environment or Incident Management
- Able to provide critical thinking and diagnostic skills
- Ability and experience working independently and as a team player
- SQL Query exposure
- Able to multitask in a fast-paced environment
- Experienced with Contact Center technologies
- Excellent verbal and written communication skills
- Ability to lead and manage a production triage call
- Experience in a Production Support environment
- Experience with Splunk, Glassbox, AppDynamics and other monitoring tools
- Familiar with Microsoft DF Container
- Familiar with supporting Synergy, Synergy Web or LEAN
- Problem solving skills
- Analytical skills
- Ability to handle multiple concurrent tasks
- MS Office Suite
- Ability to prioritize deliverables
- Networking basics / fundamentals
Pay range: $29.96 - $37.96
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.
If you have the described qualifications and are interested in this exciting opportunity, please apply!
About Genesis10:
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:
* Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
* The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
* Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
* Behavioral Health Platform
* Medical, Dental, Vision
* Health Savings Account
* Voluntary Hospital Indemnity (Critical Illness & Accident)
* Voluntary Term Life Insurance
* 401K
* Sick Pay (for applicable states/municipalities)
* Commuter Benefits (Dallas, NYC, SF and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Genesis10
life insurance, 401(k)
Jul 24, 2025