Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Spearhead and manage major incident war rooms from the onset until service restoration is achieved.

• Evaluate incident severity, assess business impact, determine affected services, and prioritize recovery efforts accordingly.

• Oversee failover, rollback, rerouting, workaround, and recovery operations.

• Facilitate collaboration among cross-functional technical teams, vendors, and operational stakeholders during critical incidents.

• Deliver timely updates on incident status, business impact, recovery progress, and estimated resolution time to executives.

• Monitor incident progression, track action items and dependencies, and ensure accountability among all participating teams.

• Maintain comprehensive incident documentation, including timelines, decisions made, recovery actions, MTTR, MTTD, and problem records.

• Leverage AI tools for incident documentation, drafting root cause analyses (RCA), summarizing transcripts, and enhancing operational efficiency.

• Engage in a 24x7 on-call and rotational support model for major incident management.

⛳️ Requirements

• A minimum of 3 years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or similar operational roles.

• Proven experience as an Incident Manager, Incident Commander, Command Center professional, Site Reliability Engineer, or a similar role.

• Extensive experience in managing enterprise production incidents and leading service restoration efforts.

• Familiarity with ServiceNow or comparable enterprise incident management and ticketing systems.

• Knowledge of enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or equivalent technologies.

• Exceptional verbal, written, stakeholder management, and executive communication skills.

• Strong analytical, troubleshooting, and decision-making capabilities.

• Availability to work rotational shifts in a 24x7x365 command center environment.

• Proven experience with AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms.

• Background in enterprise contact center or cloud operations environments.

• Understanding of ITIL Incident Management and Problem Management processes.

• Experience with Site Reliability Engineering (SRE) or enterprise operational command centers.

• Knowledge of cloud platforms and best practices in enterprise production support.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship opportunities.

• Internal mobility options.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive workplace that promotes open communication.

• Regular team-building activities.