Job Title: L1 Production Support Analyst (Hybrid)

Location: Richmond, VA (Hybrid – Onsite 3 Days: Thursday, Friday, Saturday)
Schedule: 13-hour shifts (7 AM – 8 PM)
Pay Range: $35–38/hr
Duration: 12 months (with strong potential for extension)

Job Overview

We are seeking a proactive and detail-oriented L1 Production Support Analyst to join a dynamic technology operations team. The ideal candidate will have hands-on experience in production support, incident and change management, and infrastructure monitoring. This role is critical in ensuring the health and performance of enterprise systems, responding to alerts, and escalating issues to higher-level support teams when needed.

Key Responsibilities

• Monitor infrastructure and application components using tools such as Splunk, Dynatrace, or Sitescope

• Respond to alerts and incidents promptly; perform initial triage and escalate when necessary

• Coordinate with various teams to support change implementations

• Execute environment routings, splash pages, and cycling processes as required

• Perform trend analysis and create reports to proactively detect potential issues

• Maintain accurate and timely ticket documentation using tools like ServiceNow or Remedy

• Collaborate with internal teams to enhance automation and monitoring capabilities

• Ensure consistent application of ITIL/ITSM practices and incident handling procedures

Required Qualifications

• 3–5 years of experience in IT production support or a similar role

• Strong working knowledge of ITIL/ITSM frameworks; ITIL certification preferred

• Hands-on experience with monitoring tools (e.g., Splunk, Dynatrace, Sitescope)

• Familiarity with ticketing systems such as ServiceNow or Remedy

• Experience in Incident Management, Problem Management, and Change Management

• Excellent communication and interpersonal skills, with the ability to work effectively in a high-pressure environment

• Willingness to work onsite in a hybrid capacity (Thursday–Saturday, 13-hour shifts)

Nice to Have

• Exposure to enterprise infrastructure (network, database, storage, middleware)

• Experience in a financial services or highly regulated environment

• Understanding of automation and proactive alerting strategies