Technical Support Engineer

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Lead and coordinate major incident war rooms from initiation through service restoration • Assess incident severity, business impact, affected services, and prioritize recovery efforts • Coordinate failover, rollback, rerouting, workaround, and recovery activities • Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents • Provide timely incident-status, business-impact, recovery-progress, and estimated-resolution updates to executives • Monitor incident progress, track action items and dependencies, and ensure accountability across participating teams • Maintain incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records • Use AI tools for 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 professional • 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 • Experience working within enterprise contact center or cloud operations environments • Understanding of ITIL Incident Management and Problem Management processes • Experience with Service Reliability Engineering (SRE) or enterprise operational command centers • Knowledge of cloud platforms and enterprise production support best practices

🏖️ Benefits

• Health insurance • Language courses • Relocation program • Remote work flexibility • Professional development opportunities • Certification programs • Mentorship • Internal mobility • Internship opportunities • Collaboration on impactful projects for leading global clients • Inclusive workplace with open communication • Regular team-building activities