Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?The Incident Management team for Genesys Cloud requires experienced motivated professionals who have a desire to coordinate incidents in partnership with a world class development organization. The team is responsible for working across towers within Genesys Cloud to coordinate and communicate platform wide incident status, resolution, and facilitate the problem management process to include root cause analysis delivery to customer facing organizations. The role also requires application support and DEVOPS helpdesk duties. The ideal candidate will be a self-motivated, independent individual with exceptional organizational skills, and a desire to learn microservices architecture. Key ResponsibilitiesEscalation point for critical escalations and engaging appropriate resources to provide timely resolution. Performs data analysis on incident and problem management trends, and presenting observations to executive leadership to help maintain high uptime requirements for the platform.Serve in 24/7 on call rotation for 10+ global regions Transcribe technical root cause analysis reports to customer facing documentsSupport customer facing teams to ensure successful delivery of information for incident and problem management functionsPartner with the DevOps infrastructure and Service Reliability Engineering teams to help projects meet completion deadlines. Assist with compliance audits on departmental processes and policies where neededOversee disaster recovery testing results for compliance initiativesAssist DevOps with helpdesk functions/application support as schedule permitsWorks on complex problems where analysis of situations requires in-depth evaluation of factorsReceive minimal supervision, no instruction on routine work, and general instruction on new assignmentsPerform ad hoc analyses and tasks as assignedRequirementsPrevious incident management experience in environment supporting platform operations and/or enterprise accountsSense of urgency while maintaining calm in high stress situationsTechnical aptitude to understand monitoring and alert definitions and trendsAbility to charter projects and gather technical requirements for continual service improvement of internal toolingGeneral knowledge of compliance guidelines as it relates to the service life cyclePrevious engineering background preferredPrevious operations/NOC experience If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 equity 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.
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