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.

Location: India
Level: P3
Timezone: 1st shift (local time)

As a Senior Operations Reliability Engineer with a specialization in Network Operations you will play a key role in maintaining the reliability stability and performance of enterprise network services while contributing to the broader reliability operations function. You will support incident detection troubleshooting and remediation across multiple infrastructure domains with a focus on LAN/WAN SD-WAN wireless VPN cloud connectivity and site connectivity.

In addition to your network expertise you will assist in improving monitoring accuracy reducing alert noise and enhancing the quality of operational data used across observability and AIOps platforms. You will participate in automation and AI-readiness efforts by documenting repeated issues validating automated workflows and providing operational insights that support engineered fixes and emerging self-healing capabilities.

This role blends advanced incident management with event correlation automated remediation validation and the application of network-specific knowledge to improve stability and reduce operational noise. You will collaborate across IT to enhance detection accuracy and contribute to long-term automation observability and AI-driven reliability initiatives supporting our global workforce.

Responsibilities:

General Reliability Operations

• Resolve network and infrastructure incidents through hands-on troubleshooting and remediation serving as an escalation point for other junior engineers on the team.

• Monitor observability AIOps and event management platforms to identify anomalies performance issues and emerging incidents.

• Perform incident triage and correlation to determine probable cause and appropriate routing for deeper investigation.

• Validate automated remediation workflows and assist in identifying repeated manual tasks that could be automated.

• Participate in early-stage automation and AI-readiness activities by documenting remediation steps key patterns and operational edge cases and apply fixes and minor enhancements to automation or AIOps capabilities.

• Reduce alert noise by suggesting adjustments to thresholds suppression logic or detection rules.

• Support post-incident reviews by providing relevant data event timelines and insights related to network behavior.

• Collaborate with Cloud Network IAM Messaging and ServiceNow teams to support incident resolution and improve operational processes.

• Assist with patching and vulnerability-remediation workflows by troubleshooting failures validating remediation outcomes and providing manual patching or remediation when automation isnt available.

• Ensure accuracy of event data alerts and service mappings to support strong correlation within monitoring and CMDB systems.

Network SME Responsibilities

• Troubleshoot and resolve network-related incidents across LAN WAN SD-WAN wireless VPN cloud connectivity and branch/site connectivity environments.

• Analyze telemetry and alerts from network monitoring platforms (SolarWinds SD-WAN controllers Zscaler Meraki/Cisco tools) to determine service impact.

• CLI-based troubleshooting capability routing protocol debugging

• Packet capture analysis (SPAN ERSPAN Wireshark)

• Control-plane vs data-plane analysis

• Support correlation of network events with dependencies across cloud applications identity services endpoints and SaaS platforms.

• Participate in validating network automation or configuration workflows such as failover testing resilience checks or config pushes.

• Assist in identifying network-related automation opportunities by documenting repeated failure modes and manual intervention steps.

• Support Zscaler configuration troubleshooting policy validation and resolution of performance or routing issues.

• Maintain DEX-based network monitoring dashboards and alerts ensuring clear signals and detection of user-impacting issues.

• Provide knowledge-sharing to team members and peers regarding common network troubleshooting patterns.

• Participate in network readiness activities for office builds expansions and infrastructure changes by reviewing operational requirements and monitoring needs.

Requirements:

• Bachelors degree in an IT-related field or equivalent experience.

• 5 years in network operations or network engineering roles.

• Strong understanding of network technologies including routing switching wireless SD-WAN VPN DNS DHCP and basic connectivity principles.

• Advanced experience with routing protocol troubleshooting (BGP OSPF EIGRP)

• Experience with Cisco ISE and 802.1x authentication

• Experience with Cisco Catalyst 9K and Wireless (9800)

• Experience managing ASA/Firepower policies

• Packet capture and control-plane troubleshooting expertise

• Hands-on experience with network monitoring and diagnostic tools (SolarWinds Meraki/Cisco dashboards Zscaler SD-WAN controllers).

• Solid understanding of incident management event correlation and operational troubleshooting methodologies.

• Experience collaborating with engineering teams and working within cross-functional operational environments.

• Ability to interpret network telemetry and logs to identify symptoms underlying issues and potential root causes.

• Strong written and verbal communication skills to explain findings to both technical and non-technical teams.

• Motivated to develop deeper skills in automation AIOps and proactive reliability engineering.

• Familiarity with scripting or automation concepts is a plus and supports future career progression.

• Interest in learning automated remediation patterns predictive alerting concepts and modern observability practices.

Additional Information

• Working Hours: This role follows daytime local hours (9:00 AM 6:00 PM IST) and provides overnight coverage for US teams aligning to 11:30 PM 8:30 AM EST.

• On-Call Support: Participation in a shared rotational on-call schedule is required.

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.

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