Senior Manager, DevelopmentGenesys

Job Title: Manager, CloudOps Integration and Automation Development (APAC)
Department | Team: Cloud Operations | Cloud Service Management Automation (CSMA)
Job Reports to: Director, Cloud Service Management Automation
Job Summary:
This role is primarily responsible for continuously improving SRE and DevOps solutions aligned with Technology Service Management best practices by leveraging automation to eliminate toil in a complex multicloud ecosystem. Knowledge and expertise with maximizing resilience, availability, reliability, and observability of a complex multicloud ecosystem is key. The ideal candidate for this position will maintain their knowledge and expertise in industry Technology Service Management best practices, SRE, DevOps, and digital transformation methodologies (Lean, Agile, CI/CD pipelines, Chaos Engineering, ITIL Event, Incident, Problem, Change, Service Config, Knowledge, etc.) and trends to automate Service Management best practices.
Major Responsibilities/Activities:
Lead a team of Integration & Automation Developers/SREs in weekly and ad hoc code reviews
Automation development (Javascript, Python, Go, Node, Kotlin, Clojure, Rust, etc.)
Frameworks/libraries (Angular, Ember, React, etc.)
REST/SOAP API integrations and JSON, XML, YAML parsing and manipulation
Web Dev (HTML, CSS, XSLT)
Object-oriented design principles (Java, .NET, etc.)
Lead the QA engineering team with automating test-driven development (Selenium, JUnit, etc.)
Lead the QA engineering team in establishing Chaos Engineering automation in QA environment
Automate processes integrated with public cloud providers' infrastructure-as-code frameworks (Hashicorp/Terraform, AWS/CloudFormation, Azure/Azure Resource Mgr (ARM), etc.)
Automate source control management processes with standard tools (GitHub, BitBucket, etc.)
Automate CI/CD pipelines with standard tools (Ansible, Jenkins, GitHub Actions, Azure DevOps, etc.)
3-5 years of experience automating CI/CD pipelines with industry standard tools (Ansible, Jenkins, GitHub Actions, Azure DevOps, etc.)
Work cross-functionally with Service Owners, Service Managers, Process Owners, and Process Managers in Cloud Operations, R&D, Customer Service, to:
document process maturity levels and goals
discover and manage service configurations using tools such as etcd, Zookeeper, Consul, etc.
design integration strategies using REST APIs or data streams using tools such as Kafka, Azure Service Bus, AWS SQS/SNS, ActiveMQ, etc...
Lead the requirements gathering, designing, implementation and integration of Service Management, Service Reliability, and Service Delivery systems of record (e.g. JIRA, Salesforce, ServiceNow, etc.)
Perform requirements gathering and scope definition as part of Voice of the Customer (VOC) activities developed by the services and process owners to improve Customer Net Promoter Scores (NPS) and Employee Net Promoter Scores (eNPS).
Required Experience and Skills * Bachelor's degree or equivalent experience in a related field strongly preferred.
Excellent written and verbal communication in English
5 or more years of related and progressive experience managing development teams' processes to optimize:
adherence to object-oriented design principles (Java, .NET, etc.)
Scripting automation (Javascript, Python, Go, Node, Kotlin, Clojure, Rust, etc.)
Web Dev (HTML, CSS, XSLT)
Frameworks/libraries (Angular, Ember, React, etc.)
REST/SOAP API integrations and JSON, XML, YAML parsing and manipulation
Data streaming, messaging and queuing technologies (Kafka, ActiveMQ, SQS/SNS, etc.)
3-5 years of experience automating processes integrated with public cloud providers' infrastructure-as-code frameworks (Hashicorp/Terraform, AWS/CloudFormation, Azure/Azure Resource Mgr (ARM), etc.)
3-5 years of experience automating version control and source control management processes with industry standard tools (GitHub, BitBucket, etc.)
3-5 years of experience automating CI/CD pipelines with industry standard tools (Ansible, Jenkins, GitHub Actions, Azure DevOps, etc.)
3-5 years of experience with Service Config Discovery and Registries (etcd, Zookeeper, Consult, etc.)
3-5 years of experience managing QA engineering practices of automating test-driven development with industry standard tools (Selenium, JUnit, JMeter, etc.)
3-5 years of Agile Scrum Master experience (Sprint Planning, Daily scrums, burndown charts, etc.).
1-2 years of related and progressive experience combining service delivery, service reliability, and service management.
Experience developing and managing SLA's, key performance indicators (KPIs) and critical success factors (CSFs) for Service management processes.
Comfortable developing continuous improvement initiatives for ITSM/ITIL processes and services with clearly defined outcomes and success criteria.
Preferred Skills:
Ability to collaboratively share and present ideas in crowd-sourcing innovation exercises and workshops such as Automation/Digital Transformation workshops.
Agile Scrum training and certifications a plus
Lean Six Sigma training and certifications a plus
Completion of ITIL v3 is a plus. ITIL 4 is highly desired.
About Us
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
#LI-RS1
Genesys

Manila City, Metro Manila
Permanent
Full-time