OneMain Financial Jobs

* Holland, OH *

Onsite presence required for training and onboarding and will transition to hybrid after 60-day orientation period.

Must be able to work a rotational, off-hours schedule that includes nights, weekends, and holidays.

Midwest Tape | Hoopla

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC -- and set our mission in motion. 

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital. 

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are. 

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

*Position Summary: *

The Technical Production Support Specialist is responsible for monitoring, triaging, and supporting production systems to ensure availability, stability, and timely incident response. This role focuses on real-time system observation, alert handling, and execution of established operational procedures using defined tooling and runbooks. The specialist acts as a frontline support function within the QA and Production Support organization and participates in a rotational off hours monitoring schedule.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

Production Monitoring and Alert Management

• Monitor production systems and services using Datadog dashboards, alerts, and monitors.
• Review AWS application logs and CloudWatch data to identify errors, anomalies, and performance degradation.
• Monitor Slack alert channels and incident notifications in real time.
• Acknowledge and respond to alerts according to defined SLAs and operational guidelines.

Incident Triage and Escalation

• Perform initial incident assessment to determine scope, severity, and customer impact.
• Execute documented runbooks and standard operating procedures.
• Escalate issues to engineering or platform teams using established escalation paths.
• Provide clear, accurate status updates during incidents and shift transitions.

Operational Support and Validation

• Conduct basic troubleshooting using monitoring tools, dashboards, and logs.
• Validate system recovery and confirm alert resolution after incidents.
• Document incidents, actions taken, and outcomes in ticketing or incident tracking systems.
• Support post-incident documentation and follow-up activities.

Process Adherence and Continuous Improvement

Adhere to defined production support proce