Engineering Services Manager; Incident Management

Genesys Cloud Incident Management Team Member

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

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