We are looking for an experienced Junior Technical Support Engineer to lead the response and coordination of major production incidents across enterprise environments. The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact.
Responsibilities
- 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.
- 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.
Nice To Have
- Experience working within enterprise contact center or cloud operations environments.
- Understanding of ITIL Incident Management and Problem Management processes.