Technical Support Engineer
Core
Real-time monitoring, incident triage, and coordination across technical and business teams to ensure operational continuity for a global healthcare leader.
Role type
Senior IC Technical Support Engineer (Operations/Command Center)
Builds
Operational continuity and rapid issue resolution for critical systems and services
Domain
Healthcare IT Operations / Contact Center Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Incident response, crisis management, vendor coordination, IT operations, network monitoring, call center applications, system health monitoring, incident documentation, operational reporting, cross-functional coordination, AI tool utilization
Preferred skills
Amazon Connect, NICE CX-One, Python, Pindrop application, Azure, Google Cloud
Technologies
ServiceNow, Splunk, Dynatrace, Genesys, AWS, CxOne, Microsoft Copilot, Amazon Connect, NICE CX-One, Azure, Google
Responsibilities
Monitor system alerts, performance metrics, and queue performance; Triage and manage incoming incidents using severity frameworks; Coordinate incident resolution across IT, automation, software, business teams, and external vendors; Identify, investigate, and escalate system anomalies and outages; Maintain detailed incident and issue documentation; Prepare operational performance reports and incident summaries; Act as a liaison between technical teams, business stakeholders, and external vendors; Participate in daily standups, cross-functional meetings, post-incident reviews, and root-cause discussions; Leverage AI tools to improve productivity and automate tasks; Support ad-hoc operational inquiries and identify automation opportunities