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.

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.

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.

Production Support Engineer – CCaaS

Key skills