Technical Support Engineer - Incident & Operations (Remote)

Miratech; Davao City; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Remote work

Professional development

Global projects

Diversity & inclusion

Relentless Performance culture

Job summary

Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. The role focuses on real-time monitoring, incident triage, and coordination to ensure operational continuity and rapid issue resolution.

You will monitor system health across infrastructure and applications, triage incidents, and coordinate with IT, automation, software, and external vendors, documenting actions for

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 experience with call center apps such as Genesys, AWS, CxOne.
• Excellent communication and teamwork skills.
• Familiarity with AI tools such as Microsoft Copilot, Azure or Google.

Responsibilities

• Monitor system alerts and overall health across infrastructure, applications, and contact center platforms.
• Triage, prioritize, and manage incidents using defined severity frameworks and coordinate resolution.
• Coordinate incident resolution across IT, automation, software, business teams, and external vendors.
• Identify, investigate, and elevate system anomalies, service degradations, and outages to technical teams.
• Maintain detailed incident documentation with timestamps, reporter details, and actions taken.
• Prepare operational reports and audit/compliance documentation.
• Act as liaison between technical teams, business stakeholders, and vendors throughout incident lifecycle.
• Participate in daily standups, post-incident reviews, and root-cause discussions.
• Leverage AI tools to improve productivity and automate summaries and documentation.
• Identify opportunities to automate repetitive tasks and develop productivity tools.

Skills

Incident response

IT operations

Vendor coordination

Communication

Multi-tasking

AI tooling familiarity

Tools

ServiceNow

Splunk

Dynatrace

Genesys

AWS

CxOne

Microsoft Copilot

Azure

Google

Job description

Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. The role focuses on real-time monitoring, incident triage, and coordination to ensure operational continuity and rapid issue resolution.

You will monitor system health across infrastructure and applications, triage incidents, and coordinate with IT, automation, software, and external vendors, documenting actions for