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Junior Technical Support Engineer, Genesys, Amazon Connect, Nice
MiratechJunior Technical Support Engineer at Miratech coordinating major incident responses across enterprise environments. Provide service restoration and manage communication with stakeholders.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, including leading major incident war rooms, coordinating cross-functional teams, and utilizing AI tools for operational efficiency. Proven ability to assess incident severity, communicate effectively with stakeholders, and maintain accurate documentation.
Highest-signal resume keywords
Incident ManagementServiceNowAI Tools UtilizationStakeholder ManagementProduction Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementService RestorationTroubleshootingAnalytical SkillsDecision-MakingDocumentationMTTRMTTDRCA DraftingOperational Efficiency
Soft Skills
Verbal CommunicationWritten CommunicationExecutive CommunicationStakeholder ManagementTeam Coordination
Tools & Technologies
ServiceNowAmazon ConnectGenesysNICE CXoneMicrosoft CopilotClaude
Industry Keywords
IT OperationsProduction SupportService OperationsNetwork OperationsContact Center OperationsCommand CenterSite Reliability Operations
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- Language courses
- Relocation program
- Flexible work arrangements
- Professional development opportunities
- Certification programs
- Mentorship
- Internal mobility
- Internship opportunities