Engineering Services Manager Incident Management
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.
We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Join our Genesys Cloud Incident Management team as we partner with world-class development and service reliability teams to manage communicate and resolve platform-wide incidents. This role supports cross-functional coordination application support and DevOps helpdesk functions. Were looking for an independent motivated professional with strong organizational skills and a passion for continuous learning in a microservices environment.
Key Responsibilities:
Act as the escalation point for critical incidents and ensure timely engagement of technical teams for resolution
Conduct data analysis on incident and problem trends; provide executive-ready reporting to improve platform uptime.
Participate in a 24/7 on-call rotation supporting over 10 global regions
Translate complex technical root cause analyses into clear customer-facing communications
Support internal teams with timely incident and problem resolution updates
Collaborate with DevOps and Site Reliability Engineering teams to support project delivery
Assist with compliance audits related to service lifecycle policies and procedures
Review and validate disaster recovery test results for compliance purposes
Provide application support and fulfill DevOps helpdesk responsibilities as needed
Work on complex challenges requiring detailed analysis and creative problem-solving
Operate independently with minimal supervision and contribute to new assignments with general direction
Perform ad hoc tasks and analyses to support team operations
Requirements:
Proven experience in incident management especially within platform operations or enterprise support environments
Strong ability to maintain composure and urgency in high-pressure situations
Technical proficiency to understand monitoring systems and analyze alert trends
Experience in defining and leading projects to enhance internal incident management tooling
Familiarity with compliance regulations throughout the service delivery lifecycle
Background in engineering is preferred
Prior experience in Operations or Network Operations Center (NOC) environments is an asset
Benefits That Support You:
Comprehensive health coverage: Health Care
Flexible work options: Remote-friendly with flexible schedules
Generous time off: Includes vacation statutory holidays and personal leave
Growth and development: Access to learning resources and internal mobility
If a Genesys employee referred you please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Required Experience:
Manager
Key Skills
- Hospitality Experience
- Go
- Management Experience
- React
- Redux
- Node.js
- AWS
- Mechanical Engineering
- Team Management
- Leadership Experience
- Mentoring
- Distributed Systems
About Company
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving emp ... View more
