Production Services Specialist

Job#: 3021754

Job Description:

Job Role: Production Services Specialist

Contract Duration: 12 months contract role

Location: Richmond, VA

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. 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 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

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, Microsoft Teams)

Ability to interpret technical data and communicate clearly to non-technical audiences

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

Strong organizational skills and ability to manage multiple priorities under pressure

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

ITIL Foundation Certification or equivalent

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

Comfortable working across time zones and supporting global operations

High emotional intelligence and situational awareness during crisis events

Passion for operational excellence and continuous improvement

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.