Key skills
AWSKubernetesDockerLambdaS3DynamoDBCloudWatchGrafanaSplunkDynatraceServiceNowCommunication
About this role
Miratech is a global IT services and consulting company that supports digital transformation for major enterprises. They are seeking a Production Support Specialist/Site Reliability Engineer with expertise in Amazon Connect to ensure reliability and operational excellence for contact center environments through proactive monitoring and troubleshooting.
Responsibilities:
- Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis
- Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools
- Investigate issues across AWS services, networking, APIs, and integrations
- Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB
- Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams
- Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks
- Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation
- Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement
Requirements:
- 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles
- Minimum 3 years of hands-on experience with Amazon Connect (CCaaS)
- Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch
- Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana
- Solid understanding of SLIs, SLOs, and core reliability engineering practices
- Excellent communication abilities and strong documentation skills
- AWS certifications
- Experience with Docker/Kubernetes
- Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II)