Job Description :

Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry.

The Technical Support Engineer serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams.

This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.

Responsibilities :

- Monitor system alerts and performance metrics across infrastructure, applications, and contact center platforms.

- Triage incoming issues using structured severity and priority frameworks.

- Coordinate resolution efforts across IT, automation, software, and business teams.

- Track queue performance, call volumes, and system health using dashboards and analytics tools.

- Escalate anomalies and outages to appropriate teams and vendors.

- Participate in daily standups and war room sessions to assess and resolve high-priority incidents.

- Maintain detailed issue logs including timestamps, reporter details, station IDs, and error messages.

- Generate daily/weekly/monthly performance reports and incident summaries.

- Support audit and compliance documentation efforts.

- Serve as a liaison between technical teams, business stakeholders, and external vendors to drive collaboration for restoration/resolution for outages.

- Facilitate incident communication and ensure timely updates to impacted parties.

- Participate in cross-functional meetings to align on priorities and post-incident reviews.

- Use of AI/Copilot to enhance productivity, streamline and improve communications, and automate summarizations needed for meetings on outages to include documenting corrective actions, symptoms and troubleshooting.

- May be used adhoc for various inquiries and to assist in building new productivity tools.

Qualifications :

- 3+ years of experience with incident response, crisis management, and vendor coordination.

- 3+ years of experience in IT operations, network monitoring or command center environments.

- 2+ years of experience with call center applications like Genesys, AWS, CxOne.

- Familiarity with tools like ServiceNow, Splunk, Dynatrace.

- Ability to work in a fast-paced environment, while being able to multitask through multiple communication paths.

- Familiarity with AI tools such as Microsoft Copilot, Azure or Google.

- Excellent communication and teamwork skills.

Nice to have :

- Programming skills like Python.