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.
Location: India
Timezone: 1st shift
Overview
As an Operations Reliability Engineer with a specialization in Identity and Access Management (IAM), you will play a key role in maintaining the reliability, stability, and operational quality of enterprise identity services while contributing to the broader Reliability Operations function.
You will support incident detection, troubleshooting, and remediation across IAM platforms, with a focus on Okta, Active Directory, Microsoft Entra ID, authentication flows, access provisioning, and identity lifecycle events.
In addition to IAM domain expertise, you will assist in improving monitoring accuracy, reducing alert noise, and enhancing the quality of identity-related 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 advanced incident management with event correlation, automated remediation validation, and the application of IAM-specific knowledge to improve platform reliability and reduce operational friction. You will collaborate across IT to enhance detection accuracy and contribute to long-term automation, observability, and AI-driven reliability initiatives supporting our global workforce.
Responsibilities
General Reliability Operations
Resolve IAM-related incidents through hands-on troubleshooting and remediation, serving as an escalation point for other junior engineers on the team.
Monitor observability, AIOps, and event management platforms to identify anomalies, authentication failures, provisioning delays, and emerging IAM-related incidents.
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 IAM tasks that could be automated.
Participate in early-stage automation and AI-readiness activities by documenting remediation steps, key patterns, and operational edge cases related to identity services.
Reduce alert noise by suggesting adjustments to IAM-related thresholds, suppression logic, or detection rules.
Support post-incident reviews by providing relevant data, timelines, and insights related to identity service behavior.
Collaborate with Cloud, Network, Security, Endpoint, and ServiceNow teams to support incident resolution and improve IAM operational processes.
Assist with access lifecycle, certification, or remediation workflows by troubleshooting failures, validating outcomes, and performing manual intervention when automation isn’t available.
Ensure accuracy of identity event data, alerts, and service mappings to support effective correlation within monitoring and CMDB systems.
IAM SME Responsibilities
Troubleshoot and resolve IAM-related incidents across authentication, authorization, provisioning, deprovisioning, and access lifecycle workflows.
Analyze logs, events, and telemetry from IAM platforms (e.g., Okta system logs, Entra ID sign-in logs, directory events) to determine service impact and root causes.
Support correlation of IAM events with dependencies across cloud applications, SaaS platforms, endpoints, and network access paths.
Participate in validating IAM automation workflows such as Joiner/Mover/Leaver processes, access provisioning, and deprovisioning flows.
Assist in identifying IAM-related automation opportunities by documenting repeated failure modes and manual remediation steps.
Support certificate, trust, and integration troubleshooting for IAM-connected applications and services.
Maintain IAM-focused dashboards and alerts, ensuring clear signals and early detection of user-impacting identity issues.
Participate in IAM readiness activities for new application onboarding, platform changes, or lifecycle process updates by reviewing operational and monitoring requirements.
Requirements
Bachelor’s degree in an IT-related field or equivalent experience.
3+ years of experience in IAM operations, identity platforms, or related IT operations roles.
Strong understanding of IAM concepts including authentication, authorization, SSO, provisioning, directory services, and identity lifecycle management.
Hands-on experience supporting Okta in an enterprise environment.
Working knowledge of Active Directory and Microsoft Entra ID for user, group, and application access operations.
Experience troubleshooting SSO issues, provisioning workflows, certificates, and authentication failures.
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 identity logs and telemetry to identify symptoms, underlying issues, and potential root causes.
Strong written and verbal communication skills to explain IAM issues to both technical and non-technical audiences.
Motivated to develop deeper skills in automation, AIOps, and proactive reliability engineering.
Familiarity with scripting, APIs, or automation concepts (PowerShell, REST APIs, etc.) is a plus and supports future career progression.
Interest in learning automated remediation patterns, predictive alerting concepts, and modern observability practices for identity platforms.
Additional Information
Working Hours: This role follows daytime local hours (9:00 AM – 6:00 PM IST) and provides overnight coverage for US teams, aligning to 11:30 PM – 8:30 AM EST.
On-Call Support: Participation in a shared, rotational on-call schedule is required.
If a Genesys employee referred you, please use the link they sent you to apply.
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:
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