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SeniorFull-timeAI
Salary Range
$26,520 - $35,880 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking an Incident Response Specialist to join our team, focusing on incident response and operational support within IT and contact center environments. This role requires strong experience in incident management and crisis handling.
Key Responsibilities
- โMonitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
- โTrack queue performance, call volumes, and overall system health using dashboards and analytics tools. Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews.
- โMaintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
- โAct as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
- โLeverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.
Requirements
- โStrong experience in incident management and crisis handling
- โHands-on experience with tools such as ServiceNow, Splunk, Dynatrace, and Genesys Engage
- โFamiliarity with cloud call center platforms
- โAbility to work in a fast-paced environment and manage multiple communication channels
- โStrong communication skills
- โExperience with AI tools like Microsoft Copilot
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About Miratech1
Miratech1 is a forward-thinking technology company specializing in innovative software solutions and digital transformation services. Operating at the intersection of cutting-edge technology and practical business applications, the company focuses on developing tools that enhance operational efficiency and drive digital integration for its clients. While the specific founding date and location are not explicitly stated, the name "Miratech1" suggests a blend of "miracle" and "technology," hinting at a commitment to delivering exceptional technological outcomes. Miratech1 likely serves a global clientele, leveraging its expertise to bridge the gap between complex technological advancements and real-world business needs. The company's main products and services include custom software development, cloud computing solutions, data analytics platforms, and IT consulting. Key features of their offerings emphasize scalability, security, and user-centric design, ensuring that solutions are not only technologically advanced but also seamlessly integrated into existing business frameworks. Miratech1 targets mid-sized to large enterprises across various industries, including finance, healthcare, and manufacturing, providing tailored solutions that address specific industry challenges. Their approach combines technical expertise with a deep understanding of client objectives to deliver measurable results. Miratech1 has established itself as a trusted partner in the technology sector, recognized for its ability to deliver innovative solutions that align with evolving market demands. The company's unique value proposition lies in its agile methodology and client-focused philosophy, which prioritize rapid deployment and continuous support. By staying at the forefront of technological trends and maintaining a strong emphasis on quality and reliability, Miratech1 has built a reputation for transforming business operations through smart, sustainable technology solutions. Their commitment to excellence positions them as a leader in the digital transformation space.
