Role Description This role focuses on incident response and operational support within IT and contact center environments. The candidate should have strong experience in incident management, crisis handling, vendor coordination, and network or command center operations. The candidate should have hands-on experience with tools such as ServiceNow, Splunk, Dynatrace, and Genesys Engage or cloud call center platforms is required. The ability to work in a fast-paced environment, manage multiple communication channels, and collaborate effectively across teams is essential. Familiarity with AI tools like Microsoft Copilot and strong communication skills are key to success in this role. Responsibilities - Monitor 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. - Track 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. - Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation. - Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents. - Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements. Qualifications - 4+ years of experience in incident response, crisis management, and vendor coordination. - 4+ years of experience in IT operations, network monitoring, or command center environments. - Familiarity with tools such as 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. - Must be comfortable working on night shifts to support global clients. Nice to Have - Knowledge of Amazon Connect and NICE CXone. - Familiarity with Azure or Google AI tools. - Basic understanding of Python and Pindrop applications. Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

• Curate an engineering culture that is biased toward shipping while maintaining very high standards of stability, performance, security, and scalability. • Monitor, alert, investigate, and resolve production infrastructure challenges across public cloud environments (including GCP and AWS). • Actively identify opportunities and implement automated, scalable solutions to optimize code and operational tasks, reducing toil across the platform. • Serve as a technical point of contact during critical issues, facilitate cross-functional communication, track alert trends, and perform root cause analysis (RCA) to drive structural improvements. • Execute production change and security requests, safely managing code deployments and patching pipelines. • Partner closely with Product Management and Engineering Management to align technical solutions and execution strategies with business goals and roadmap priorities. • Further an ecosystem of learning and professional development by coaching, mentoring, and leveling up exceptional engineers across the organization.

• Define and evolve Dropbox’s company-wide technical reliability strategy to support the changing engineering environment created by AI-assisted and agentic software development. • Set multi-year reliability goals, standards, and roadmaps across observability, debugging, incident management, service health, and operational readiness. • Lead cross-team initiatives that reduce reliability risk as software delivery velocity, pull request volume, service complexity, and incident volume increase. • Partner with engineering leaders and platform teams to improve monitoring, alerting, debugging, SLOs, SLAs, and incident response systems at company scale. • Identify emerging reliability risks introduced by AI-enabled development workflows and design scalable systems, processes, and guardrails to mitigate them. • Provide technical leadership and mentorship to engineers across teams, raising engineering quality, reliability judgment, and operational excellence. • Drive clear communication and alignment with senior stakeholders on reliability priorities, tradeoffs, risks, and execution progress.

• Define and evolve Dropbox’s company-wide technical reliability strategy to support the changing engineering environment created by AI-assisted and agentic software development. • Set multi-year reliability goals, standards, and roadmaps across observability, debugging, incident management, service health, and operational readiness. • Lead cross-team initiatives that reduce reliability risk as software delivery velocity, pull request volume, service complexity, and incident volume increase. • Partner with engineering leaders and platform teams to improve monitoring, alerting, debugging, SLOs, SLAs, and incident response systems at company scale. • Identify emerging reliability risks introduced by AI-enabled development workflows and design scalable systems, processes, and guardrails to mitigate them. • Provide technical leadership and mentorship to engineers across teams, raising engineering quality, reliability judgment, and operational excellence. • Drive clear communication and alignment with senior stakeholders on reliability priorities, tradeoffs, risks, and execution progress.