Application architect

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

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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!