Junior Technical Support Engineer
Core
Lead coordination and service restoration for major production incidents across enterprise IT and contact center environments.
Role type
Senior IC incident commander / major incident manager
Builds
Service restoration and operational continuity for enterprise clients
Domain
IT Operations / Contact Center Operations / Incident Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
incident management, service restoration coordination, cross-functional team leadership, executive communication, AI tool utilization, ITIL processes, cloud platform support
Preferred skills
SRE experience, enterprise contact center platform expertise, GenAI tool proficiency
Technologies
ServiceNow, Amazon Connect, Genesys, NICE CXone, Microsoft Copilot, Claude
Responsibilities
Lead and coordinate major incident war rooms from initiation through service restoration; Assess incident severity, business impact, and prioritize recovery efforts; Drive restoration activities including failover, rollback, and rerouting; Provide timely executive-level updates on incident status and recovery progress; Monitor incident progress and ensure accountability across teams; Maintain accurate incident documentation including timelines, decisions, and MTTR/MTTD metrics
Seniority
Senior, hands-on IC
