Technical Support Engineer - Incident Response & Ops

Miratech; Philippines; On-site; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Relentless Performance Culture

Health insurance

Remote work

Professional development

Global clients

Multicultural environment

Job summary

Miratech is seeking a skilled Technical Support Engineer to support a large-scale customer experience transformation initiative for a global healthcare leader. You will monitor, triage and coordinate incidents across IT, automation, and business teams to ensure operational continuity and rapid resolution.

The role requires 3+ years in incident response and IT operations, with experience in tools like ServiceNow, Splunk and Dynatrace.

Qualifications

• 3+ years of experience in incident response, crisis management, and vendor coordination.
• 3+ years of experience in IT operations, network monitoring or command center environments.
• Familiarity with tools like ServiceNow, Splunk, Dynatrace.
• 2+ years of experience with call center applications such as Genesys, AWS, CxOne.
• Ability to work in a fast-paced environment and multi-task across multiple communication paths.
• 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 defined severity frameworks, ensuring timely escalation and resolution.
• Coordinate incident resolution across IT, automation, software, business teams and external vendors, including war rooms.
• Identify, investigate and accelerate system anomalies and outages to technical teams and vendors.
• Maintain detailed incident documentation with timestamps, errors and resolutions.
• Prepare daily, weekly and monthly operational performance reports and incident summaries.
• Act as liaison between technical teams, business stakeholders and vendors, ensuring timely communications.
• Participate in daily standups, post-incident reviews and root-cause discussions.
• Leverage AI tools to improve productivity and document troubleshooting steps.
• Support ad-hoc operational inquiries and identify automation opportunities.

Skills

Incident response

Crisis management

Vendor coordination

Multi-tasking

Communication

Tools

ServiceNow

Splunk

Dynatrace

Genesys

CxOne

Amazon Connect

NICE CX-One

Pindrop

Microsoft Copilot

Azure

Google

Job description

Miratech is seeking a skilled Technical Support Engineer to support a large-scale customer experience transformation initiative for a global healthcare leader. You will monitor, triage and coordinate incidents across IT, automation, and business teams to ensure operational continuity and rapid resolution.

The role requires 3+ years in incident response and IT operations, with experience in tools like ServiceNow, Splunk and Dynatrace.