Technical Support Engineer – Incident Response & Operations

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

Benefits offered by this job

Health insurance

Language courses

Relocation program

Remote work

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 acts as the nerve center of enterprise operations, handling real-time monitoring, incident triage, and coordination across technical and business teams.

You will ensure operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems, while documenting incidents,

Qualifications

• Experience in incident response and crisis management.
• Experience in IT operations, monitoring or command center environments.
• Familiarity with AI tools such as Copilot, Azure, or Google.

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 incoming incidents using defined severity frameworks, ensuring timely escalation and resolution.
• Coordinate incident resolution across IT, automation, software, business teams, and external vendors, including war rooms and high-priority incident bridges.
• Identify, investigate, and elevate system anomalies, service degradation, and outages to the appropriate teams and vendors.
• Maintain detailed incident documentation with timestamps, reporter details, and resolution steps.
• Prepare daily, weekly, and monthly performance reports and incident summaries for audits and compliance.
• Act as a liaison between technical teams, business stakeholders, and vendors with timely status updates.
• Participate in daily standups, post-incident reviews, and root-cause discussions to determine corrective actions.
• Leverage AI tools to improve productivity, automate summaries, and document troubleshooting steps.
• Support ad-hoc operational inquiries and identify opportunities to automate repetitive tasks.

Skills

Incident response

IT operations

Communication

AI tools awareness

Tools

ServiceNow

Splunk

Dynatrace

Genesys

AWS

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 acts as the nerve center of enterprise operations, handling real-time monitoring, incident triage, and coordination across technical and business teams.

You will ensure operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems, while documenting incidents,