At a Glance
- Tasks: Support network reliability and performance while troubleshooting incidents and enhancing automation.
- Company: Join Genesys, a global leader in customer experience technology.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and career development.
- Why this job: Make a real impact on customer experiences with cutting-edge technology.
- Qualifications: 3+ years in network operations and strong troubleshooting skills required.
The predicted salary is between 40000 - 50000 £ 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.
- 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.
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.
Network Engineer - Operations Reliability employer: Genesys
Genesys is an exceptional employer that fosters a collaborative and empathetic work culture, empowering employees to take ownership of their roles and make a significant impact. With a focus on employee growth, Genesys offers extensive opportunities for professional development in the rapidly evolving field of network operations, alongside competitive benefits that rival larger tech companies. Located in a dynamic environment, employees enjoy a supportive atmosphere that encourages innovation and teamwork, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Network Engineer - Operations Reliability
✨Tip Number 1
Network with current employees at Genesys! Reach out on LinkedIn or join relevant groups to get the inside scoop on the company culture and what they value in candidates. This can give you a leg up when it comes to interviews.
✨Tip Number 2
Prepare for technical interviews by brushing up on your network troubleshooting skills. Practice common scenarios you might face as an Operations Reliability Engineer, especially around LAN/WAN and cloud connectivity. We want you to feel confident and ready!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past incidents you've resolved, particularly those involving automation or AIOps. We love hearing about how you’ve made an impact in previous roles!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Genesys team.
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 Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've resolved network issues in the past. We’re all about collaboration and innovation, so let us know how you’ve tackled challenges head-on!
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 at Genesys!
How to prepare for a job interview at Genesys
✨Know Your Network Stuff
Make sure you brush up on your knowledge of network technologies like routing, switching, and VPNs. Be ready to discuss your hands-on experience with tools like SolarWinds or Cisco Catalyst, as this will show that you’re not just familiar with the theory but can apply it in real-world scenarios.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've resolved network incidents in the past. Think about times when you had to troubleshoot complex issues and what steps you took to get to the root cause. This will demonstrate your analytical skills and ability to work under pressure.
✨Understand the Company Culture
Genesys values empathy and collaboration, so be sure to highlight experiences where you’ve worked well in a team or helped others. Show that you can contribute positively to their culture and that you’re motivated to make an impact within the company.
✨Be Ready for Automation Talk
Since the role involves automation and AI-readiness, come prepared to discuss any experience you have with scripting or automation concepts. If you don’t have direct experience, express your eagerness to learn and adapt, as this shows your commitment to professional growth.
