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.