Engineering Services Manager; Incident Management

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 6,000 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. We're 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

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.