ROC Administrator - Cloud Ops

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

The ROC Administrator holds the pivotal responsibility of ensuring comprehensive oversight and governance across the domains of Operational Resilience, including Business Continuity, Service Availability, and Crisis & Incident Management, in accordance with Genesys' strategic vision and the Resiliency Operation Center framework, thereby ensuring the uninterrupted provision of Genesys’ Cloud-based service offerings 24/7/365. Additionally, the ROC Administrator is tasked with troubleshooting operational issues, delivering technical support, and maintaining documentation to effectively manage the Incident Management and Problem Management processes. This role involves acquiring expertise in industry Service Management and DevOps/SRE best practices (such as ITIL, Lean, Continuous Delivery, Infrastructure-as-Code, etc.) and staying abreast of trends to drive enhancements in automation, leveraging their extensive experience.

Key Responsibilities:

• System Monitoring and Maintenance: Monitoring the performance and availability of critical systems and services within the organization's infrastructure to ensure high levels of operational resilience.

• Incident Response: Responding to and resolving incidents in a timely manner to minimize disruption to business operations, including identifying root causes and implementing corrective actions.

• Technical Support: Providing technical support and guidance to internal teams and stakeholders on operational resilience-related matters, including troubleshooting and resolving technical issues.

• Documentation: Maintaining accurate documentation of operational processes, procedures, incidents, and resolutions to support incident management, problem management, and audit requirements.

• Automation: Developing and implementing automation tools and scripts to streamline operational processes and improve efficiency in incident response and resolution.

Minimum Requirements:

• Must have a good understanding of Cloud Technologies

• Must have hands-on technical experience in Windows/Linux/K8S.

• Must have a high attention to detail.

• Ability to deliver work with minimum supervision and effectively operate in a dynamic global organization.

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

• Ability to follow technical directions.

• Excellent communication skills both written and oral.

• Must be capable of managing multiple priorities.

• Enthusiastic, can-do attitude.

• Complex problem-solving and analytical skills.

• Creative and critical thinking skills.

What You’ll Need to Succeed:

• Possess a robust work ethic, optimistic demeanor, and maintaining a professional attitude.

• Ability to work independently and as part of a team.

• Excellent verbal and written communication skills

• Attention to detail and accuracy.

• Knowledge of AWS & Cloud technologies

• Knowledge of the latest technologies

• Familiarity with fundamental automation principles, Infrastructure-as-Code (IaC)

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$68,850.00 - $135,050.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) ma