Technology Operations Analyst

Title: Technology Operations Analyst

Locations: 1525 W WT Harris Blvd Charlotte, NC

Duration: 12 months

Work Engagement: W2

Work Schedule: Rotating 12 hour shifts - Sunday, Monday, & Tuesday Alternating Wednesday every 2 weeks

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

The Technology Operations Analyst is a critical member of the Technology Operations Mission Control / Command Center, providing 24/7 production support for consumer‑facing and internal applications in a high‑availability enterprise environment.

This role sits above traditional help desk support and is designed for experienced production support professionals capable of operating independently at a P1 level, with demonstrated readiness to grow into P2 responsibilities. The team serves as the first line of defense for production incidents, with a strong emphasis on event monitoring, proactive issue identification, incident triage, hands‑on remediation, and cross‑team coordination.

Responsibilities:

• Operate within a 24/7 Mission Control / Command Center environment, monitoring application and infrastructure dashboards for events, alerts, and performance degradation

• Proactively identify risks and issues before customer impact occurs

• Receive, assess, and triage incidents using ServiceNow, determining severity and remediation paths based on established runbooks and operational procedures

• Perform hands‑on remediation using approved tools and processes, independently resolving the majority of incidents without escalation

• Analyze logs, metrics, and system telemetry using tools such as Splunk and AppDynamics to troubleshoot application failures, data delays, and performance issues

• Investigate batch processing and scheduling failures using tools such as Autosys

• Diagnose data‑related and processing issues using Oracle databases and SQL

• Identify recurring issues, trends, and systemic risks rather than operating in a purely reactive manner

• Escalate issues to L2 application or platform support teams when runbook‑driven remediation is unsuccessful or deeper expertise is required

• Collaborate closely with application onboarding teams, L2 support teams, platform SMEs, product owners, and engineering partners

• Produce clear, accurate documentation of investigations, remediation actions, and resolution outcomes

• Participate in rotating command center coverage and manage multiple real‑time priorities in a high‑stakes production environment

Qualifications:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• Proven experience in production support, system operations, or advanced help desk support, well beyond basic ticket intake

• Demonstrated ability to independently investigate, diagnose, and remediate issues in a production environment

• Strong Linux experience, including log review and command‑line troubleshooting

• Hands‑on experience with enterprise monitoring and observability tools, including:

• AppDynamics (application performance monitoring)

• Splunk (log analysis and operational insights)

• Experience with batch scheduling and workload automation tools such as Autosys

• Working knowledge of Oracle databases and SQL for investigating data issues, processing delays, and application dependencies

• Experience using ServiceNow or comparable ITSM tools for incident, problem, and change workflows

• Strong written and verbal communication skills for incident updates, documentation, and handoffs

• Ability to execute runbooks accurately while exercising sound judgment on when to escalate

• Banking or financial services experience, with exposure to regulated, high‑availability production environments (preferred)

• Prior experience in production operations, mission control, command center, or hybrid L1/L2 support roles (preferred)

• Senior help desk or desktop support professionals who have progressed beyond ticket intake and are ready for elevated operational responsibility (preferred)