Overview
Role involves incident response and operational support across IT and contact center environments, including monitoring, triage, escalation, and cross-team coordination.
What you'll do
- Monitor system alerts, infrastructure, applications, and contact center platforms to maintain operational stability.
- Triage and manage incidents using severity frameworks and coordinate resolution across internal teams and external vendors.
- Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
- Escalate outages or anomalies and participate in standups, war rooms, and post-incident reviews.
- Maintain accurate issue logs and prepare regular performance and incident reports, including support for audit and compliance documentation.
- Act as a liaison between technical and business stakeholders during incidents.
- Use AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support operational improvements.
What you'll need
- 3+ years of experience in incident response, crisis management, and vendor coordination.
- 3+ years of experience in IT operations, network monitoring, or command center environments.
- Hands-on familiarity with ServiceNow, Splunk, and Dynatrace.
- 2+ years of experience with Genesys Engage or cloud-based call center applications.
- Ability to work in a fast-paced environment and manage multiple communication channels simultaneously.
- Familiarity with AI tools such as Microsoft Copilot.
- Excellent communication and teamwork skills.
Nice to have
- Knowledge of Amazon Connect and NICE CXone.
- Familiarity with Azure or Google AI tools.
- Basic understanding of Python and Pindrop applications.
Read the full description and apply on the company’s own careers page.
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