Remote Technical Support Engineer – Incident & Operations

Miratech; Caloocan; On-site; PHP 600,000 - 900,000; Full time

Job summary

Miratech, a global IT services and consulting company, seeks a skilled Technical Support Engineer in the Philippines to support a healthcare industry transformation initiative. You will monitor alerts, triage incidents, and coordinate cross-functional resolution with IT, automation, and vendors, ensuring continuous service and risk mitigation.

You will document actions, produce operational reports, and communicate status to stakeholders while leveraging AI tools to streamline summaries and

Qualifications

• 3+ years in incident response, crisis management, and vendor coordination.
• 3+ years in IT operations, network monitoring, or command center environments.
• Familiarity with tools like ServiceNow, Splunk, Dynatrace.
• 2+ years in call center applications such as Genesys, AWS, CxOne.
• Ability to multi-task in a fast-paced environment across multiple channels.
• Familiarity with AI tools such as Microsoft Copilot, Azure or Google.
• Excellent communication and teamwork skills.

Responsibilities

• Monitor system alerts, performance metrics, queue performance, call volumes, and overall system health across infrastructure, applications, and contact center platforms.
• Triage, prioritize, and manage incidents using severity frameworks with timely escalation and resolution.
• Coordinate incident resolution across IT, automation, software, business teams, and external vendors, including war rooms and incident bridges.
• Identify anomalies, service degradation, and outages; escalate to the appropriate teams and vendors.
• Maintain detailed incident documentation with timestamps, reporter details, and resolution steps.
• Prepare daily/weekly/monthly operational reports and audit documentation.
• Act as liaison between technical teams, business stakeholders, and external vendors.
• Participate in standups, post-incident reviews, and root-cause discussions for improvement actions.
• Leverage AI tools to improve productivity, automate summaries, and document symptoms and fixes.
• Support ad-hoc inquiries and identify opportunities to automate repetitive tasks.

Skills

Incident response

Vendor coordination

IT operations

System monitoring

AI tools familiarity

Communication skills

Tools

ServiceNow

Splunk

Dynatrace

Genesys

AWS

CxOne

Azure

Copilot

Job description

Miratech, a global IT services and consulting company, seeks a skilled Technical Support Engineer in the Philippines to support a healthcare industry transformation initiative. You will monitor alerts, triage incidents, and coordinate cross-functional resolution with IT, automation, and vendors, ensuring continuous service and risk mitigation.

You will document actions, produce operational reports, and communicate status to stakeholders while leveraging AI tools to streamline summaries and