This role focuses on maintaining operational integrity across IT and contact center systems through proactive monitoring and rapid incident response. The engineer identifies, assesses, and resolves technical disruptions using established severity protocols, ensuring minimal impact on services.
Key Responsibilities
- Monitor infrastructure, applications, and contact center platforms for anomalies using real-time dashboards and alerting systems.
- Perform initial triage of incidents and coordinate resolution efforts across IT, automation, software, business units, and third-party vendors.
- Track system performance metrics including call volume, queue behavior, and platform health to detect early signs of degradation.
- Escalate critical outages and actively participate in incident war rooms, standups, and post-mortem reviews to support continuous improvement.
- Document incidents accurately, generate performance reports, and assist with audit and compliance requirements.
- Serve as a communication bridge between technical teams and business stakeholders during service disruptions.
- Utilize AI-powered tools such as Microsoft Copilot to automate routine tasks, enhance documentation, and streamline collaboration.
Required Qualifications
- Demonstrated experience in incident and crisis management within network or command center environments.
- Proven ability to coordinate with external vendors and manage multiple communication channels under pressure.
- Hands-on expertise with ServiceNow, Splunk, Dynatrace, and Genesys Engage or similar cloud contact center platforms.
- Familiarity with AI-assisted workflows, particularly Microsoft Copilot, to improve operational efficiency.
- Strong collaboration skills with cross-functional teams and the ability to communicate technical details clearly to non-technical audiences.
