Production / Technical Support III

BCforward is currently seeking a highly motivated Production / Technical Support III.Production / Technical Support IIILocation: Chandler, AZ/Richmond, VA 23228Duration: 12 Months The Command Center is seeking a skilled and experienced Production Services Specialist to drive rapid resolution and stakeholder communications related to technology incidents. The ideal candidate will have a strong technical background, excellent communication skills, experience leading complex technical triage, and a proven ability to manage high-pressure situations. The primary responsibilities include leading the response to high-priority incidents, ensuring minimal disruption to services, and coordinating all necessary resources to resolve issues swiftly. You will work in concert with global technology teams, monitoring critical systems, and communicating technology incident information to Senior Executives at Bank of America. The position operates closely with all global line-of-business and infrastructure domain functions and is key in the prevention or containment of business impacting technology incidents. Key ResponsibilitiesLead 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 leadershipDocument incident timelines, actions taken, and resolution outcomesEnsure compliance with incident management policies and governance standardsCollaborate with application owners, infrastructure teams, and support functions to restore servicesDrive post-incident reviews and contribute to continuous improvement initiativesMaintain readiness for 24/7 support and escalation protocolsProven experience in enterprise-level incident management or technology operationsStrong understanding of IT service management (ITSM) principles and practicesProficiency with incident tracking and collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)Ability to interpret technical data and communicate clearly to non-technical audiencesExcellent verbal and written communication skills, including executive-level reportingStrong organizational skills and ability to manage multiple priorities under pressureProficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)ITIL Foundation Certification or equivalentExperience in financial services or other regulated industriesExposure to enterprise monitoring platforms and analytics toolsAbility to lead cross-functional teams in a matrixed environmentComfortable working across time zones and supporting global operationsHigh emotional intelligence and situational awareness during crisis eventsPassion for operational excellence and continuous improvementProject management experience needed, excel as well.Company DescriptionAbout BCforward:Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.BCforward is an equal opportunity employer.

Salary : $35 - $38