Junior Technical Support Engineer

[…] is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. The Technical Support Engineer serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams. This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.

Monitor system alerts, performance metrics, queue performance, call volumes, and overall system health across infrastructure, applications, and contact center platforms.

Triage, prioritize, and manage incoming incidents using defined severity and priority frameworks, ensuring timely escalation and resolution.

Coordinate incident resolution across IT, automation, software, business teams, and external vendors, including participation in war rooms and high-priority incident bridges.

Identify, investigate, and escalate system anomalies, service degradation, and outages to the appropriate technical teams and vendors.

Maintain detailed incident and issue documentation, including timestamps, reporter details, station IDs, error messages, troubleshooting activities, corrective actions, and resolution details.

Prepare daily, weekly, and monthly operational performance reports, incident summaries, and documentation required for audits and compliance.

Act as a liaison between tec