Production / Technical Support III

Location:

Richmond, VA

Salary Range:

Competitive and commensurate with experience

Introduction

The Command Center is looking for a skilled and experienced Production Services Specialist to drive rapid resolution and stakeholder communications related to technology incidents. The ideal candidate will possess a strong technical background, excellent communication skills, and experience in leading complex technical triage. This role involves managing high-pressure situations, leading responses to high-priority incidents, ensuring minimal disruption to services, and coordinating resources for swift issue resolution. The position collaborates closely with global technology teams and communicates technology incident information to senior executives.

Required Skills & Qualifications

Applicants must be able to work directly for Artech on W2

Proven experience in enterprise-level incident management or technology operations

Strong understanding of IT service management (ITSM) principles and practices

Proficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Client Teams)

Excellent verbal and written communication skills, including executive-level reporting

Proficient in Client 365 Suite (Excel, Word, PowerPoint, Outlook)

ITIL Foundation Certification or equivalent

Preferred Skills & Qualifications

Experience in financial services or other regulated industries

Exposure to enterprise monitoring platforms and analytics tools

Ability to lead cross-functional teams in a matrixed environment

Day-to-Day Responsibilities

Lead real-time incident response efforts for high-impact technology disruptions

Facilitate cross-functional bridge calls and coordinate resolution teams

Create and send stakeholder communications related to technology incidents

Assess incident severity, business impact, and root cause using monitoring tools and system logs

Provide timely, accurate updates to stakeholders and executive leadership

Document incident timelines, actions taken, and resolution outcomes

Ensure compliance with incident management policies and governance standards

Collaborate with application owners, infrastructure teams, and support functions to restore services

Drive post-incident reviews and contribute to continuous improvement initiatives

Maintain readiness for 24/7 support and escalation protocols

Company Benefits & Culture

Inclusive and diverse work environment

Opportunities for professional growth and development

Commitment to operational excellence and continuous improvement

For immediate consideration please click APPLY to begin the screening process with Alex.