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Engineering Services Manager; Incident Management

Engineering Services Manager; Incident Management

CompanyGenesys
LocationAlberta, Canada, Toronto, ON, Canada, Newfoundland and Labrador, Canada, British Columbia, Canada, Nova Scotia, Canada, Saint John, NB, Canada
Salary$Not Provided – $Not Provided
TypeFull-Time
Degrees
Experience LevelSenior, Expert or higher

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

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

Preferred Qualifications

  • Background in engineering is preferred
  • Prior experience in Operations or Network Operations Center (NOC) environments is an asset