Technical Support Engineer - Incident Response (Remote)

Miratech; Pateros; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Health insurance

Language courses

Relocation program

Remote work flexibility

Career development opportunities

Global teamwork

Social responsibility

Job summary

Miratech in the Philippines is seeking a skilled Technical Support Engineer to support a global healthcare client. You will monitor alerts, triage incidents, coordinate resolution across IT and vendor teams, and ensure uptime for critical systems.

The role emphasizes documentation, reporting, and cross-functional collaboration, with opportunities to leverage AI tools like Copilot to streamline incident summaries and productivity, while working in a flexible, remote-friendly environment.

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, multi-tasking 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 incoming incidents using defined severity and priority frameworks, ensuring timely escalation and resolution.
• Coordinate incident resolution across IT, automation, software, business teams, and external vendors, including participation in war rooms and high-priority incident bridges.
• Identify, investigate, and escalate system anomalies, service degradation, and outages to the appropriate technical teams and vendors.
• Maintain detailed incident and issue documentation, including timestamps, reporter details, station IDs, error messages, troubleshooting activities, corrective actions, and resolution details.
• Prepare daily, weekly, and monthly operational performance reports, incident summaries, and documentation required for audits and compliance.
• Act as a liaison between technical teams, business stakeholders, and external vendors, ensuring timely communication, status updates, and coordination throughout the incident lifecycle.
• Participate in daily standups, cross-functional meetings, post-incident reviews, and root-cause discussions to align priorities and identify corrective and preventive actions.
• Leverage AI tools, including Microsoft Copilot, to improve productivity, streamline communications, automate meeting and incident summaries, and document symptoms, troubleshooting steps, and corrective actions.
• Support ad-hoc operational inquiries and identify opportunities to automate repetitive tasks and develop productivity-enhancement tools.

Skills

Incident response

Crisis management

Vendor coordination

IT operations

Network monitoring

Communication

AI tools

Tools

ServiceNow

Splunk

Dynatrace

Genesys

AWS

CxOne

Microsoft Copilot

Azure

Google Cloud

Job description

Miratech in the Philippines is seeking a skilled Technical Support Engineer to support a global healthcare client. You will monitor alerts, triage incidents, coordinate resolution across IT and vendor teams, and ensure uptime for critical systems.

The role emphasizes documentation, reporting, and cross-functional collaboration, with opportunities to leverage AI tools like Copilot to streamline incident summaries and productivity, while working in a flexible, remote-friendly environment.