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.
Overview
As a Senior Operations Reliability Engineer with a specialization in Microsoft 365 and Enterprise Tools, you will play a key role in maintaining the reliability, stability, and operational quality of collaboration and productivity platforms while contributing to the broader Reliability Operations function.
You will support incident detection, troubleshooting, and remediation across Microsoft 365 services (Exchange Online, Outlook, Teams, SharePoint, OneDrive) and selected enterprise productivity tools, ensuring issues are detected early, correlated accurately, and resolved efficiently.
In addition to platform operations, you will assist in improving monitoring accuracy, reducing alert noise, and enhancing the quality of service and event data used across observability and AIOps platforms. You will participate in automation and AI-readiness efforts by documenting repeated issues, validating automated workflows, and providing operational insights that support engineered fixes and emerging self-healing capabilities.
This role blends advanced incident management with event correlation, automated remediation validation, and the application of collaboration and enterprise-tool expertise to improve reliability and reduce operational friction for end users. You will collaborate across IT to enhance detection accuracy and contribute to long-term automation, observability, and AI-driven reliability initiatives supporting the global workforce.
Time zone: 3 PM – 12 ( Midnight)AM IST working hours (flexible)
Responsibilities
General Reliability Operations
Resolve Microsoft 365 and enterprise tool incidents through hands-on troubleshooting and remediation, escalating complex issues when needed to senior analysts or platform engineering teams.
Monitor observability, AIOps, and event management platforms to identify anomalies, service degradations, and emerging incidents affecting collaboration and productivity services.
Perform incident triage and correlation to determine probable cause and appropriate routing for deeper investigation.
Validate automated remediation workflows and assist in identifying repeated manual operational tasks that could be automated.
Participate in early-stage automation and AI-readiness activities by documenting remediation steps, key patterns, and operational edge cases.
Reduce alert noise by suggesting adjustments to thresholds, suppression logic, or detection rules related to collaboration and enterprise tools.
Support post-incident reviews by providing relevant data, timelines, and insights related to service behavior and user impact.
Collaborate with Cloud, Network, IAM, Endpoint, Messaging, and ServiceNow teams to support incident resolution and improve operational processes.
Assist with patching, configuration, or service-readiness workflows by troubleshooting failures, validating outcomes, and providing manual intervention when automation isn’t available.
Ensure accuracy of event data, alerts, and service mappings to support effective correlation within monitoring and CMDB systems.
Microsoft 365 & Enterprise Tools SME Responsibilities
Troubleshoot and resolve incidents across Microsoft 365 services including Exchange Online, Outlook, Teams, SharePoint, OneDrive, and related collaboration capabilities.
Analyze service health signals, logs, and telemetry from Microsoft 365 admin portals and monitoring tools to determine service impact and root causes.
Support correlation of Microsoft 365 and enterprise tool events with dependencies across identity services, network connectivity, endpoints, and SaaS integrations.
Participate in validating automation or workflow enhancements related to collaboration services, such as mailbox provisioning, license assignment, or service recovery tasks.
Assist in identifying automation opportunities by documenting repeated failure modes, manual intervention steps, and operational gaps.
Support operational reliability for additional enterprise tools (e.g., Atlassian, Lucid, Power Platform, or similar), including incident triage and service monitoring.
Maintain dashboards and alerts related to collaboration and enterprise tool health, ensuring clear signals and early detection of user-impacting issues.
Provide knowledge-sharing to team members and peers regarding common collaboration and enterprise tool troubleshooting patterns.
Participate in readiness activities for new feature rollouts, tenant changes, or enterprise tool onboarding by reviewing operational, monitoring, and support requirements.
Requirements
Bachelor’s degree in an IT-related field or equivalent experience.
5+ years of experience supporting Microsoft 365, collaboration platforms, or enterprise productivity tools in an operational role.
Strong working knowledge of Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
Experience troubleshooting user-impacting issues related to mail flow, authentication, collaboration performance, and service availability.
Familiarity with Microsoft 365 admin tools, service health dashboards, and diagnostic logs.
Experience supporting additional enterprise tools or SaaS platforms beyond Microsoft 365.
Solid understanding of incident management, event correlation, and operational troubleshooting methodologies.
Experience collaborating with engineering teams and working within cross-functional operational environments.
Ability to interpret service telemetry and logs to identify symptoms, underlying issues, and potential root causes.
Strong written and verbal communication skills to explain findings to both technical and non-technical audiences.
Motivated to develop deeper skills in automation, AIOps, and proactive reliability engineering.
Familiarity with scripting, APIs, or automation concepts (PowerShell, Power Automate, REST APIs, etc.) is a plus and supports future career progression.
Interest in learning automated remediation patterns, predictive alerting concepts, and modern observability practices.
Additional Information
Working Hours: This role requires 3 PM – 12 AM IST working hours to provide US timing support coverage.
On-Call Support: Participation in a shared, rotational on-call schedule is required.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention
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