Junior Technical Support Engineer, Genesys, Amazon Connect, Nice

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Miratech

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1989

💰 Private Equity Round en 2022-04

Miratech aide les visionnaires à changer le monde. Nous sommes une entreprise mondiale de services IT et de conseil qui réunit l’innovation des grandes entreprises et celle des start-up. Aujourd’hui, nous accompagnons la transformation digitale des plus grands groupes de la planète.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• Health insurance • Language courses • Relocation program • Flexible work arrangements • Professional development opportunities • Certification programs • Mentorship • Internal mobility • Internship opportunities