Junior Technical Support Engineer

🕒 July 11

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• Lead and coordinate major incident war rooms from initiation through service restoration. • Assess incident severity, business impact, affected services, and prioritize recovery efforts. • Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. • Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. • Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. • Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. • Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. • Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. • Participate in a 24x7 on-call and rotational support model for major incident management.

🎯 Requirements

• 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles. • Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position. • Strong experience managing enterprise production incidents and driving service restoration. • Experience using ServiceNow or similar enterprise incident management and ticketing platforms. • Familiarity with enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or similar technologies. • Excellent verbal, written, stakeholder management, and executive communication skills. • Strong analytical, troubleshooting, and decision-making abilities. • Willingness to work rotational shifts in a 24x7x365 command center environment. • Demonstrated experience using AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms for operational productivity.

🏖️ Benefits

• Culture of Relentless Performance: Join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. • Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. • Work From Anywhere Culture: Make the most of the flexibility that comes with remote work. • Growth Mindset: Reap the benefits of professional development opportunities, certification programs, mentorship, internal mobility, and internship opportunities. • Global Impact: Collaborate on impactful projects for leading global clients. • Welcoming Multicultural Environment: Thrive in an inclusive workplace with open communication and regular team-building activities. • Social Sustainability Values: Join an organization committed to IT education, community empowerment, environmental sustainability, fair operating practices, and gender equality.