Global Incident Response Engineer

Miratech Group; Hinoba-an; Hybrid; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Health insurance

Language courses

Relocation program

Remote work

Certification programs

Mentorship and career development

Internal mobility and internships

Job summary

Miratech is seeking a Technical Support Engineer to support a global healthcare initiative. You will monitor incidents, coordinate resolutions across IT and vendors, and document root-cause analysis and actions taken.

The role emphasizes real-time operations, risk mitigation, and leveraging AI tools to improve productivity, with remote work flexibility and opportunities for professional development.

Qualifications

• 3+ years of incident response, crisis management, and vendor coordination.
• 3+ years of IT operations, monitoring or command center experience.
• Familiarity with monitoring and incident tooling (ServiceNow, Splunk, Dynatrace).
• 2+ years with call center platforms (Genesys, AWS, CxOne).
• Strong communication and cross-functional collaboration skills.
• Familiarity with AI tools (Microsoft Copilot, Azure or Google).

Responsibilities

• Monitor alerts, performance metrics, queues, call volumes, and system health across infrastructure and platforms.
• Triage, prioritize, and manage incidents with defined severity frameworks and escalations.
• Coordinate incident resolution with IT, automation, software, business teams, and vendors.
• Investigate anomalies, outages, and service degradation; route to appropriate teams.
• Maintain incident documentation with timestamps, actions, and resolutions.
• Prepare operational reports and summaries for audits and compliance.
• Communicate status updates to technical teams, stakeholders, and vendors.

Skills

Excellent communication

Multi-tasking

Teamwork

Tools

ServiceNow

Splunk

Dynatrace

Genesys

AWS

CxOne

Microsoft Copilot

Azure

Google

Python

Job description

Miratech is seeking a Technical Support Engineer to support a global healthcare initiative. You will monitor incidents, coordinate resolutions across IT and vendors, and document root-cause analysis and actions taken.

The role emphasizes real-time operations, risk mitigation, and leveraging AI tools to improve productivity, with remote work flexibility and opportunities for professional development.