IT TECHNICAL SUPPORT ANALYST III

IT Technical Support Analyst III - As pioneers in the gift card space, we hold two-thirds of the global market share. Our mission is to revolutionize global commerce through innovative payment technologies for retailers, brands, and consumers. As a leading provider of cutting-edge prepaid products, services, and transaction technologies, InComm supports over 400,000 points of distribution. We help retailers build prepaid card destinations, connect brands with new markets, and deliver a simple, secure shopping experience for consumers. About the Role: The IT Technical Support Analyst III will be part of our IT Operations Center, providing Tier III support for our core transaction processing platform. This role is critical in monitoring and assessing potential issues across key IT applications, systems, and devices. Youll use a variety of tools to monitor alerts, perform first and second-level troubleshooting, correlate manual alerts, and resolve issues as needed. This is a hands-on technical role that involves working closely with architecture, infrastructure, application, and operational support teams to maintain and improve our systems. Responsibilities include everything from certificate renewals and patching to software deployments and network configuration changes. Please note: This is a 24/7 support environment. The position will cover one of several shifts, including one weekend day (SunThurs or TuesSat). Shift: 3rd Shift 11 PM to 7 AM (BRT) Key Responsibilities: Monitor key alerts and notifications, driving timely response and resolution. Investigate, troubleshoot, and resolve technical issues in a 24x7x365 environment. Understand the impact of applications and infrastructure on employees, partners, and customers. Stay informed of production changes that may affect system functionality or alerting. Collaborate across teams to ensure appropriate urgency and focus on issues. Troubleshoot, reproduce, and document incidents and problems. Create and maintain knowledge base articles and shift turnover documentation. Manage incident ticket queues and route tickets to appropriate support teams. Handle ad hoc requests and adopt new procedures as needed. Develop and maintain automation scripts and monitoring improvements. Review network, system, and application logs to identify state changes. Escalate and manage tickets to resolution. Correlate faults and system data into defined events using multiple tools. Provide leadership, coaching, or mentoring to junior team members as needed. Qualifications: 46 years of technical experience in a similar environment. Bachelors degree in CIS, MIS, or a related fieldor equivalent work experience. Preferred certifications: Splunk, VMware, Network+, A+. Basic scripting or coding knowledge (PowerShell, Python, JavaScript, HTML/CSS). Solid understanding of TCP/IP and the OSI model. Intermediate to advanced knowledge of Unix/Linux OS. Strong written and verbal communication skills. Ability to multitask and prioritize in a fast-paced environment. Capable of handling complex issues independently. Strong analytical thinking and attention to detail. If you're looking to join a global company that values innovation, operational excellence, and continuous improvement, wed love to hear from you. InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veterans status, age, disability status, genetics or any other category protected by federal, state, or local law.