Miratech

Compensation

Full Description

Job Description: • 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. • Nice to have: AWS certifications. • Experience with Docker/Kubernetes. • Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II). 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.