Role Overview:

Drive the reliability and resilience of enterprise identity services that enable secure access for a global workforce. This role ensures authentication, provisioning, and identity lifecycle processes operate seamlessly across critical platforms, directly impacting employee productivity and security posture. You will own operational excellence across IAM systems, combining deep technical expertise with data-driven insights to reduce friction, improve detection accuracy, and accelerate resolution.

At Genesys, this work supports how organizations connect with their customers through secure, uninterrupted access to the tools they rely on every day. You will also gain exposure to advanced automation, observability, and AI-driven reliability initiatives, positioning you for growth into higher-impact engineering roles.

​Location: Remote within Canada but ability to work in Eastern Time (ET)

Key Responsibilities:

• Own end-to-end resolution of IAM-related incidents, driving rapid recovery and minimizing business disruption

• Monitor and analyze observability and AIOps signals to detect authentication failures, provisioning delays, and emerging identity risks

• Correlate events across IAM platforms and dependent systems to identify root causes and accelerate incident resolution

• Improve signal quality by refining alert thresholds, suppression logic, and detection rules to reduce operational noise

• Validate and enhance automated remediation workflows to increase system resilience and reduce manual intervention

• Partner with cross-functional teams to strengthen IAM reliability across cloud, network, security, and endpoint ecosystems

• Ensure accuracy and integrity of identity event data to enable effective monitoring, reporting, and automation

• Drive continuous improvement by contributing to post-incident analysis and identifying scalable fixes for recurring issues

• Support identity lifecycle processes by resolving failures and optimizing provisioning and deprovisioning workflows

• Contribute to onboarding readiness for new applications by ensuring IAM monitoring and operational requirements are met

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, IT, or equivalent practical experience

• 5+ years of experience in IAM operations, identity platforms, or enterprise IT operations

• Strong written and verbal English communication skills for collaboration in global operational environments

• Strong expertise in IAM concepts including authentication, authorization, SSO, provisioning, and identity lifecycle management

• Hands-on experience administering and supporting Okta in enterprise environments

• Working knowledge of Active Directory and Microsoft Entra ID for identity and access operations

• Demonstrated ability to troubleshoot SSO, provisioning workflows, authentication failures, and certificate issues

• Solid understanding of incident management, event correlation, and troubleshooting methodologies

• Experience working across cross-functional teams in complex operational environments

• Strong analytical and communication skills to translate technical issues into actionable insights

Preferred Qualifications:

• Experience with scripting or automation tools such as PowerShell or REST APIs

• Familiarity with observability platforms, AIOps tools, and event management systems

• Exposure to automation frameworks and self-healing system design

• Understanding of identity integrations across SaaS platforms and cloud environments

• Interest in advancing skills in automation engineering and proactive reliability practices

Additional Information:

• Working Hours: This role follows local hours of 8 AM – 5 PM Eastern Time (ET).
• On-Call Support: Participation in a shared, rotational on-call schedule is required.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.