At a Glance
- Tasks: Support network reliability and performance while troubleshooting incidents across various infrastructure domains.
- Company: Join Genesys, a leader in customer experience technology with a collaborative culture.
- Benefits: Enjoy competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with opportunities for automation and AI-driven initiatives.
- Why this job: Make a real impact on global operations while working with cutting-edge network technologies.
- Qualifications: 3+ years in network operations and strong understanding of networking principles required.
The predicted salary is between 50000 - 60000 £ per year.
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.
As an Operations Reliability Engineer with a specialization in Network Operations, you will play a supporting role in maintaining the reliability, stability, and performance of enterprise network services while contributing to the broader reliability operations function. You will support incident detection, troubleshooting, and remediation across multiple infrastructure domains, with a focus on LAN/WAN, SD-WAN, wireless, VPN, cloud connectivity, and site connectivity.
In addition to your network expertise, you will assist in improving monitoring accuracy, reducing alert noise, and enhancing the quality of operational 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 incident management with event correlation, automated remediation validation, and the application of network-specific knowledge to improve stability and reduce operational noise. You will collaborate across IT to support detection accuracy and contribute to long-term automation, observability, and AI-driven reliability initiatives supporting our global workforce.
Responsibilities:- Resolve network and infrastructure incidents through hands-on troubleshooting and remediation, escalating complex or non-standard issues when needed to senior analysts or engineering teams.
- Monitor observability, AIOps, and event management platforms to identify anomalies, performance issues, and emerging incidents using established operational processes and procedures.
- 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 tasks that could be automated.
- Participate in early-stage automation and AI-readiness activities by documenting remediation steps, key patterns, and operational edge cases to support engineering initiatives.
- Reduce alert noise by providing recommendations for adjustments to thresholds, suppression logic, or detection rules.
- Support post-incident reviews by providing relevant data, event timelines, and insights related to network behavior.
- Collaborate with Cloud, Network, IAM, Messaging, and ServiceNow teams to support incident resolution and improve operational processes.
- Assist with patching and vulnerability-remediation workflows by troubleshooting failures, validating remediation outcomes and providing manual patching or remediation when automation isn’t available.
- Ensure accuracy of event data, alerts, and service mappings to support strong correlation within monitoring and CMDB systems.
- Troubleshoot and resolve network-related incidents across LAN, WAN, SD-WAN, wireless, VPN, cloud connectivity and branch/site connectivity environments following established standards and escalation procedures.
- Analyze telemetry and alerts from network monitoring platforms (SolarWinds, SD-WAN controllers, Zscaler, Meraki/Cisco tools) to determine service impact and support issue resolution efforts.
- Support correlation of network events with dependencies across cloud applications, identity services, endpoints, and SaaS platforms.
- Participate in validating network automation or configuration workflows, such as failover testing, resilience checks, or config pushes.
- Assist in identifying network-related automation opportunities by documenting repeated failure modes and manual intervention steps.
- Support Zscaler configuration troubleshooting, policy validation, and resolution of performance or routing issues.
- Maintain DEX-based network monitoring dashboards and alerts, ensuring clear signals and detection of user-impacting issues.
- Provide knowledge-sharing to team members and peers regarding common network troubleshooting patterns.
- Participate in network readiness activities for office builds, expansions, and infrastructure changes by reviewing operational requirements and monitoring needs.
- Engage vendors (Cisco TAC) when appropriate and drive issues to resolution.
- Maintain Catalyst 9000 (9300/9400/9500) platforms.
- Bachelor’s degree in an IT-related field or equivalent experience.
- 3+ years in network operations or network engineering roles.
- Strong understanding of network technologies including routing, switching, wireless, VPN, DNS, DHCP, and basic connectivity principles.
- Hands-on experience with network monitoring and diagnostic tools such as Cisco Catalyst Center, SolarWinds, Meraki Dashboard, etc.
- Knowledge of zero trust concepts and principals (Zscaler).
- Hands-on experience with Cisco IOS-XE.
- 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 network 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 teams.
- Motivated to develop deeper skills in automation, AIOps, and proactive reliability engineering.
- Knowledge of SD-WAN support (Cisco).
- Familiarity with scripting or automation concepts is a plus and supports future career progression.
- Interest in learning automated remediation patterns, predictive alerting concepts, and modern observability practices.
- Working Hours: This role follows daytime local hours (9:00 AM – 6:00 PM CET) and provides overnight coverage for US teams, aligning to 3 AM – 12:00 PM EST.
- On-Call Support: Participation in a shared, rotational on-call schedule is required.
Network Engineer - Operations Reliability employer: Genesys Cloud Services, Inc.
Genesys is an exceptional employer that fosters a collaborative and empathetic work culture, empowering employees to make significant impacts in their roles. With a focus on professional growth, the company offers extensive opportunities for skill development in cutting-edge technologies like automation and AI, all while providing competitive benefits and a supportive environment in the UK. Join us to be part of a team that values innovation and personal ownership in shaping the future of customer experience.
Contact Details:
Genesys Cloud Services, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Network Engineer - Operations Reliability
✨Tip Number 1
Network with industry professionals! Reach out to folks in your network or join relevant online communities. Engaging in conversations can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to network operations. We recommend setting up mock interviews with friends or using online platforms to get comfortable discussing your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific incidents you've resolved, especially those involving LAN/WAN or cloud connectivity. Real-life examples can really make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Network Engineer - Operations Reliability
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Network Engineer role. Highlight your experience with network technologies and any relevant projects you've worked on. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about network operations and how you can contribute to our team. Keep it concise but impactful – we love a good story!
Showcase Your Technical Skills:Don’t forget to mention your hands-on experience with tools like SolarWinds or Cisco IOS-XE. We’re keen on seeing how you’ve used these in real-world scenarios, so be specific about your achievements!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Genesys Cloud Services, Inc.
✨Know Your Network Basics
Brush up on your understanding of network technologies like routing, switching, and VPNs. Be ready to discuss how these concepts apply to real-world scenarios, especially in relation to LAN/WAN and cloud connectivity.
✨Familiarise with Tools
Get hands-on experience with network monitoring tools such as SolarWinds and Cisco Catalyst. During the interview, mention specific instances where you've used these tools to troubleshoot issues or improve network performance.
✨Prepare for Incident Management Questions
Expect questions about incident management and event correlation. Think of examples from your past experiences where you successfully resolved network incidents and how you approached troubleshooting.
✨Show Your Automation Interest
Since the role involves automation and AI-readiness, express your enthusiasm for learning about automated remediation patterns. Share any relevant experiences or projects where you've implemented automation in network operations.
