190001BM Requisition #

The Network Operations Center (NOC) Analyst is responsible for using independent judgment and discretion to interact with internal teams through email, chat, and phone to investigate, identify and create solutions within our cloud environments that provide Genesys’ Cloud based service offerings.  


The NOC is responsible for monitoring all equipment located within our 24/7/365 monitored facilities that provide Genesys Cloud based service offerings. This is accomplished by having a team oriented and highly challenging work environment.  The NOC Analyst will also provide technical documentation for alert response and escalation procedures that initiate the Genesys NOC Incident Management process.  


Troubleshooting of operational issues, escalation, and coordination of operational activities will be required.  The individual will gain knowledge and expertise in industry Service Management and DevOps best practices (ITIL, Lean, Continuous Delivery, Infrastructure-as-Code, etc.) and trends while leveraging their experience to provide improvements in automation.


Key Responsibilities:

  • Engage in proactive and reactive network/systems monitoring to respond to alerts and triage issues/incidents; and respond according to service levels to requests that initiate the Incident Management processes; and promptly escalate unresolved issues by assigning to the appropriate teams and passing along pertinent information through the use of incidents within the ITSM tool.

  • Maintain Active Directory accounts by creating, modifying and deleting accounts and/or group membership.

  • Take initiative to research and resolve challenging problems.  Actively share gained knowledge with the other team members through appropriate communication channels.

  • Update and/or create process documentation and knowledgebase articles.

  • Identifies potential solutions by understanding increasingly complex business/technical problems and opportunities.

  • Weekend and Night shift coverage maybe required.



Minimum Requirements:

  • Bachelor’s degree in a Computer Science, Computer Technology, or related technical discipline is required.

  • Experience with technical documentation.

  • Experience in Active Directory with user accounts, groups, group policy.

  • Network fundamentals.

  • Must have hands on technical experience in Windows.

  • Service Desk experience in a medium to large environment a plus.

  • Must have a high attention to detail.

  • Ability to strictly follow directions.

  • Excellent communication skills both written and oral.

  • Must be able to work well independently and in a team environment.

  • Must be capable of managing multiple priorities.

  • Enthusiastic, can-do attitude.

  • Ability to work independently and be resourceful.

  • Complex problem-solving and analytical skills.

  • Creative and critical thinking skills.

  • Ability to present complex information in a clear, concise manner.


Desirable Skills:

  • Experience in various ecosystems (traditional enterprise datacenters, OpenStack, AWS, Azure, Google Cloud etc…)

  • Coding/Scripting experience (PowerShell, Python, Java etc..)

  • Linux knowledge and understanding

  • Monitoring Platform Knowledge (Nimsoft, Zabbix, New Relic, Nagios, Prometheus, etc..)

  • Experience in ServiceNow, PagerDuty, Jira, Kibana, Splunk



About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.




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