Engineering Services Manager; Incident Management
| Company | Genesys |
|---|---|
| Location | Alberta, Canada, Toronto, ON, Canada, Newfoundland and Labrador, Canada, British Columbia, Canada, Nova Scotia, Canada, Saint John, NB, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, 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