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
Manage shift rosters, ensuring adequate coverage, backup resources, and business continuity across time zones.
Lead high-severity (P1/P2) incident management, including owning bridge calls, coordinating cross-functional teams, and driving timely resolution.
Service Desk & Technical Support
Provide 24/7 end-user support via phone, live chat, self-service portals, digital platforms, email, and ticketing systems.
Troubleshoot Windows, macOS, iOS, Android, and enterprise applications.
Required Qualifications:
Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools.
Preferred Qualifications:
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
Partner with Cloud, IAM, Security, Network, and ServiceNow teams to improve messaging reliability and governance posture.
Messaging Platform Responsibilities
Troubleshoot complex mail flow, transport rules, DNS, SMTP, hybrid configuration, and authentication-related issues.
Administer and optimize Mimecast policies for spam filtering, malware protection, phishing mitigation, and data protection.
Participate in resilience validation exercises, including failover, hybrid validation, and mail continuity testing.
Automation & AIOps Contributions
Requirements
Strong understanding of mail flow, DNS, SMTP, authentication, and messaging security principles.
Additional Information
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 while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
