Technology Support Contractor

Position Summary
Contractor
Onsite
Work you'll do
Position Summary
The services You will provide the Deloitte project team: As a Technology Support Contractor, you will be responsible for providing technical support and ensuring the smooth operation of IT systems and infrastructure. Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Diagnosing and resolving technical hardware and software issues. Installing, configuring, and maintaining computer hardware, software, systems, networks, printers, and scanners. Monitoring and maintaining computer systems and networks to ensure optimal performance. Documenting technical issues and solutions for future reference and training purposes.
Work you'll doThe service you will provide the Deloitte project team as a Technology Support Contractor will include:
Provide incident-command services for P1/P2 events by coordinating triage, incident coordination sessions, incident decision-making, service-restoration actions, and communications across application support, platform and infrastructure operations, Site Reliability Engineering (SRE), and business teams.
Create and update ServiceNow materials for major-incident response, including severity models, escalation protocols, incident coordination procedures, communication templates, and post-incident review schedules.
Prepare evidence-based post-incident reviews and root-cause analysis documentation using incident timelines, monitoring data, deployment history, findings, and corrective-action plans; link resulting actions to ServiceNow and Jira records; and document assigned parties, target dates, closure evidence, and overdue reliability work.
Develop incident-performance reports covering mean time to restore (MTTR), service-level agreement (SLA) performance, change success, recurrence trends, and escalation drivers for monthly and quarterly business reviews.
Work with SRE and observability teams to improve alert correlation and reduce alert noise; validate dependencies, escalation contacts, and support models for high-impact services.
Participate in a rotating after-hours, weekend, and holiday incident-bridge schedule.
Qualifications
Required:
10+ years of experience in P1/P2 incident command, triage, escalation, business and executive stakeholder communications, and service restoration for production IT services.
Experience using ServiceNow and Jira for incident, problem, and change records; severity models; post-incident reviews; root-cause analysis documentation; and key performance indicator (KPI) reporting.
Experience in a 24x7 IT operations, Network Operations Center (NOC), or Integrated Technology Operations Center (ITOC) environment supporting application, infrastructure, network, security, and vendor teams, plus experience using at least two of the following observability platforms: Kibana, Splunk, Grafana, and Dynatrace.
Experience creating incident reports for business and executive audiences with MTTR, SLA performance, change success, recurrence, and escalation metrics.
Availability for a rotating weekend and holiday incident-response schedule.
Ability to travel 100%, on average, based on the work you do and the clients and industries/sectors you serve.
Ability to work onsite in the Cincinnati area 5 days per week.
Preferred
Experience supporting Point of Sale (POS), store, eCommerce, or supply-chain applications in a retail or omnichannel commerce environment.
Experience working with cloud platforms, containerized applications, or microservices architectures.
Information Technology Infrastructure Library (ITIL) Foundation certification.
The expected pay range for this contract assignment is $65 - $70 per hour. The exact pay rate will vary based on skills, experience, and location and will be determined by the third-party whose employees provide services to Deloitte.
Candidates interested in applying for this opportunity must be geographically based in the United States and must be legally authorized to work in the United States without the need for employer sponsorship.
We do not accept agency resumes and are not responsible for any fees related to unsolicited resumes.
Deloitte is not the employer for this role.
This work is contracted through a third-party whose employees provide services to Deloitte.
#Onsite
Expected Work Schedule
Approximate hours per week
About Deloitte
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It makes Deloitte one of the most rewarding places to work.
As used in this posting, “Deloitte” means , a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
Requisition code: 368796

Work arrangement
Yes