Job Description

Technical Analyst (Full Time, Contract; Hybrid, Night Shift in Bristol, Connecticut)

Optomi, in partnership with a leading media and entertainment provider, is seeking a highly skilled Technical Analyst to serve as the first point of contact for incidents within a 24x7 operations environment. In this role, you’ll gather and analyze incident details from callers or monitoring alerts, perform Tier 1 troubleshooting, and escalate issues to Level 2 or Incident Management when needed. You’ll work within ServiceNow, Jira, Confluence, Teams, PagerDuty, Datadog, BigPanda, and other monitoring platforms to track incidents, document timelines, scribe during active events, and ensure procedures are followed throughout the incident lifecycle. This position plays a critical role in supporting production teams—maintaining accurate documentation, monitoring service health, and helping ensure high service availability across complex media delivery workflows.

Training: 4-6 weeks training - will work 2pm -10pm on site

After Training:

• Thursday 12AM -6AM
• Thursday 6PM - Friday 6AM
• Friday 6PM - Saturday 6AM
• Saturday 6PM - Sunday 6AM

Responsibilities:

• Serve as the first point of contact for incidents reported by internal stakeholders and external partners.
• Capture, analyze, and document incident details through calls, Slack messages, and monitoring alerts to determine scope and impact.
• Provide Tier 1 troubleshooting and escalate issues to Level 2 support or Incident Management when necessary.
• Monitor service-health platforms such as Datadog, BigPanda, Teams, PagerDuty, and email to proactively identify issues.
• Work tickets and track incidents in ServiceNow, Jira, and Confluence, ensuring accurate documentation throughout the lifecycle.
• Collaborate with technical support, engineering, and media specialists to support production workflows and enhance issue resolution.

Apply today if your background includes:

• 1-2 years working in a 24x7 IT call center or helpdesk, handling real-time user issues and incident intake.
• Hands-on experience fulfilling service requests and performing front-line troubleshooting for technical problems.
• Practical use of ITSM tools such as ServiceNow, Jira, PagerDuty, and Confluence for ticketing and incident tracking.
• Exposure to monitoring or observability platforms like Datadog, BigPanda, Conviva, Grafana, or Splunk.
• Ability to work under pressure, manage urgent priorities, and support high-visibility production teams.
• Strong communication skills with experience interacting effectively with stakeholders, peers, and end users, both verbally and in documentation.

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