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.
Role Summary:
Genesys is seeking a highly motivated Lead IT Service Desk Engineer to join the Global Service Desk (GSD) team in Chennai. This role is responsible for delivering 24/7 technical support to employees worldwide, while providing team leadership, roster management, and operational oversight within a hybrid model that combines human expertise with AI-driven support capabilities.
As the lead and primary point of escalation, you will ensure seamless service desk operations, maintain business continuity, and drive consistent service quality. You will work alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms, playing a key role in advancing a modern, AI-first support experience that improves resolution speed, quality, and overall end-user satisfaction.
Key Responsibilities:
Team Leadership & Operations
Act as a lead engineer, ensuring smooth day-to-day service desk operations.
Manage shift rosters, ensuring adequate coverage, backup resources, and business continuity across time zones.
Monitor queue health, ticket volumes, and workload to ensure SLA adherence and optimal resource utilization.
Serve as the first point of escalation for complex or business-critical issues.
Lead high-severity (P1/P2) incident management, including owning bridge calls, coordinating cross-functional teams, and driving timely resolution.
Ensure effective shift handovers with clear documentation of ongoing incidents, risks, and priorities.
Identify operational gaps and drive continuous improvement initiatives.
Represent the Global Service Desk in weekly/monthly business reviews meetings.
Ensure clear and effective communication during incidents, escalations, and service updates.
Service Desk & Technical Support
Provide 24/7 end-user support via phone, live chat, self-service portals, digital platforms, email, and ticketing systems.
Diagnose and resolve hardware, software, network, and access-related issues.
Promote and support self-service solutions to improve user autonomy and efficiency.
Leverage AI-powered virtual agents and automation tools, validating outputs to ensure accuracy and user satisfaction.
Identify and drive automation opportunities to enhance support efficiency.
Manage incidents and service requests using ITSM tools (ServiceNow), ensuring SLA/KPI compliance and appropriate escalation to Tier 2/3 teams.
Support user lifecycle management (provisioning, access, deprovisioning).
Troubleshoot Windows, macOS, iOS, Android, and enterprise applications.
Support collaboration tools (Microsoft Teams, Zoom, Zoom Rooms) and VPN/connectivity issues.
Act as a human-in-the-loop, validating and improving AI-driven responses and workflows.
Maintain and enhance knowledge base content for AI and self-service effectiveness.
Provide feedback to improve AI models, automation workflows, and digital support platforms.
Analyze trends to recommend process improvements and automation opportunities.
Required Qualifications:
Technical diploma or bachelor's degree in IT, Computer Science, or a related field.
4–7 years of experience in IT support / Service Desk / Helpdesk roles, with prior experience in a lead or senior role.
Strong knowledge of Windows and macOS environments.
Hands-on experience supporting mobile devices (iOS and Android).
Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools.
Experience with ITSM tools (ServiceNow preferred).
Hands-on experience with Azure Active Directory (Azure AD) and Active Directory.
Experience with endpoint and device management tools (Intune, Windows Autopilot, JAMF Pro).
Experience with Microsoft Office 365 / Microsoft 365 suite.
Solid understanding of networking concepts (TCP/IP, DNS, DHCP) and VPN connectivity.
Experience supporting users via live chat, self-service portals, or digital support channels.
Experience working with automation tools or AI-assisted support systems (chatbots, virtual agents, etc.).
Strong analytical and problem-solving skills, including validating AI outputs.
Outstanding communication and presentation skills (written and verbal in English), with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.
Proven ability to lead, mentor, and manage shift operations in a global, 24/7 environment.
Strong customer service orientation with a user-first mindset.
Ability to work in rotational shifts, including nights, weekends, and holidays.
Preferred Qualifications:
ITIL Foundation certification.
Experience in shift lead / team lead / support queue management roles.
Exposure to AI/ML concepts in IT operations (AIOps, virtual agents, automation platforms).
Experience improving self-service adoption, chatbots, or digital support experiences.
Exposure to cloud environments (AWS, Azure, or GCP).
Basic scripting knowledge (PowerShell or Bash).
Familiarity with prompt engineering or AI-assisted troubleshooting tools.
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 specializing in Messaging Platforms, you will play a key role in maintaining and improving the reliability, security, and operational maturity of enterprise messaging services.
This role focuses on Microsoft Exchange Online, Exchange On-Premises, and Mimecast, with responsibility for incident resolution, platform stability, observability improvements, and automation validation. Operating as part of the Reliability Operations function, you will help transition messaging services from reactive support to proactive, automation-aware reliability practices.
In addition to hands-on troubleshooting, you will contribute to AIOps tuning, alert noise reduction, workflow automation, and improved signal quality across messaging-related events and telemetry.
Responsibilities
General Reliability Operations
Resolve complex messaging-related incidents through advanced troubleshooting and cross-team coordination.
Serve as a senior escalation point for the team.
Monitor observability and AIOps platforms to detect anomalies, service degradation, and emerging risks.
genesys