The right talent can transform your business—and we make that happen. At Collabera, we go beyond staffing to deliver strategic workforce solutions that drive growth, innovation, and agility. With deep industry expertise, a global talent network, and a people-first approach, we connect you with professionals who don’t just fit the role but elevate your business. Partner with us and build a workforce that powers success.
Application architect
Contract: Chandler, Arizona, US
Salary Range: 30.00 - 40.00 | Per Hour
Job Code: 366209
End Date: 2026-01-04
Days Left: 28 days, 9 hours left
Job Title: Prod Tech Support lll
Location:Chandler,AZ / Richmond,VA
Work Arrangement:Hybrid(3 in office 2 in WFH )
Client Industry: Banking
Duration: 12 -18 months Contract
About the Role
We are hiring a Prod Tech Support lll with Incident management
Day to Day
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Monitor and intake critical incidents (Sev1/Sev2), assess impact, and decide whether to engage Command Center or initiate an incident bridge.
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Open and run incident bridges: lead calls with SMEs, infrastructure, and application teams; drive technical triage; assign ownership for remediation tasks.
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Manage escalation paths: pull in additional resources as needed, ensure all required teams are engaged, and push for rapid resolution.
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Communicate status updates: draft and deliver clear, timely updates on business impact, estimated time to resolution, and progress to senior executives and stakeholders.
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Document incident lifecycle: maintain timelines, capture actions taken, and ensure compliance with ITSM/ITIL process requirements.
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Drive post-incident activities: schedule and facilitate root cause/post-incident review meetings; capture lessons learned; track follow-ups and continuous improvement tasks.
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Partner across global teams: work with different regions and time zones to ensure handoffs, coverage, and alignment in incident response.
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Stay “bridge ready” 24/7: remain on point for urgent escalation, balancing multiple incidents and priorities under pressure.
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Coordinate with ServiceNow/JIRA: log incidents, update tickets, and track remediation progress across systems of record.
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Act as the “process owner” during crises: don’t fix the technology yourself, but ensure the right experts are fixing it, while you orchestrate resolution
MUST HAVE
3-5 years of the following:
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Level 3 incident management experience (not helpdesk/tech support): proven ability to drive escalations, manage remediation, and own end-to-end incident lifecycle.
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Strong incident communication skills; experienced running bridge calls and leading major incident response.
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Financial industry experience (banking/financial services background preferred).
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Command Center experience and solid grounding in ITIL/ITSM frameworks.
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Proficiency in ServiceNow, JIRA, MS Teams, MS 365 Suite.
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Ability to interpret technical data/monitoring outputs and explain clearly to non-technical audiences.
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Strong executive-level communication, organization, and crisis management skills.
PLUSSES
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Prior Command Center / Major Incident Manager background.
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People management or team-lead experience.
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Advanced ITIL (Intermediate/Expert), ISO 20000, PMP, or Agile certifications.
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Track record creating executive-ready incident summaries/dashboards and leading PIRs with measurable improvements.
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Comfortable operating across multiple time zones and cultures in a matrixed enterprise environment
Hourly Rate: 30$-40$ per hour
This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)
About Us
At Collabera, we don’t just offer jobs—we build careers. As a global leader in talent solutions, we provide opportunities to work with top organizations, cutting-edge technologies, and dynamic teams. Our culture thrives on innovation, collaboration, and a commitment to excellence. With continuous learning, career growth, and a people-first approach, we empower you to achieve your full potential. Join us and be part of a company that values passion, integrity, and making an impact.
Ready to Apply?
Apply now or reach out to Pritam Palai at pritam.palai@collabera.com for more information. We look forward to speaking with you!
Job Requirement
- Incident management
Reach Out to a Recruiter
- Recruiter
- Phone
- Pritam Palai
- pritam.palai@collabera.com
Apply Now
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