At a Glance
- Tasks: Own the reliability and health of enterprise platforms like Jira and Confluence.
- Company: Join Genesys, a leader in customer experience technology with a collaborative culture.
- Benefits: Enjoy competitive salary, remote work options, and opportunities for professional growth.
- Other info: Dynamic team environment with excellent career advancement opportunities.
- Why this job: Make a real impact by enhancing operational reliability and automating processes.
- Qualifications: 5+ years in SaaS administration and strong troubleshooting skills required.
The predicted salary is between 60000 - 75000 £ per year.
As a Senior Operations Reliability Engineer specializing in Enterprise Platforms and Tools, you will own the operational reliability, health, and lifecycle management of enterprise productivity and collaboration platforms. This role combines hands-on platform administration with day-to-day operational ownership and governance of enterprise SaaS tools such as Jira, Confluence, Figma, Lucid, and other SaaS related platforms. In addition to serving as a senior escalation point, you will improve monitoring accuracy, reduce alert noise, validate automation workflows, and contribute to AIOps tuning and observability standards. You will help transition enterprise tool operations from reactive issues handling toward proactive, automation-driven reliability practices that improve uptime, user communication, and service maturity.
Responsibilities
- General Reliability Operations
- Monitor observability and AIOps platforms to detect anomalies, performance degradation, and emerging issues across enterprise systems.
- Perform advanced incident triage and event correlation to identify root cause and reduce duplicate or misrouted incidents.
- Lead or contribute to post-incident reviews, identifying systemic fixes and automation opportunities.
- Validate automated remediation workflows prior to production adoption.
- Identify recurring manual tasks and translate them into automation requirements or scripted improvements.
- Improve alert signal quality by refining thresholds, suppression logic, and event correlation rules.
- Ensure platform telemetry, SaaS health signals, and configuration data align with monitoring and CMDB standards.
- Collaborate with Cloud, IAM, Network, Security, and ServiceNow teams to improve enterprise service reliability.
- Enterprise Tools Ownership & Operational Management
- Own day-to-day operational health and administration of enterprise SaaS platforms (e.g., Jira, Confluence, Figma, Lucid, monitoring tools, and similar productivity platforms).
- Monitor vendor service health dashboards and integrate SaaS outage signals into internal observability and AIOps workflows.
- Lead user-impact communications during enterprise tool outages or service degradations in partnership with IT Communications and ServiceNow teams.
- Review vendor release notes and roadmap updates; assess feature changes, security updates, and deprecations.
- Plan and coordinate controlled feature rollouts, configuration updates, and tenant-level optimizations.
- Provide guidance and education to end users on new features, configuration changes, and best practices.
- Manage licensing, usage monitoring, and cost optimization for enterprise tools.
- Partner with Security and IAM teams to ensure access governance and compliance standards are maintained.
- Improve monitoring coverage for enterprise tools by integrating telemetry and health signals into AIOps platforms.
- Document operational standards, support models, and escalation paths for each owned platform.
- Enterprise Platform Responsibilities
- Diagnose and remediate integration issues between enterprise platforms and supporting systems.
- Validate patching and upgrade activities to ensure minimal service disruption.
- Participate in resilience validation exercises, including failover and recovery testing.
- Provide mentorship and knowledge-sharing to junior reliability engineers.
- Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including:
- Monitoring flow failures
- Troubleshooting environment-level issues
- Supporting connector configuration
- Assisting with environment governance and data loss prevention policies
- Automation & AIOps Contributions
- Develop and maintain automation scripts (PowerShell, Python) to reduce repetitive operational effort.
- Contribute to ServiceNow and Power Automate workflow improvements tied to enterprise tool incidents.
- Partner with teams to refine automated remediation logic.
- Improve enterprise tool signal quality by integrating vendor health data and usage telemetry into AIOps systems.
- Support tuning of alert correlation and anomaly detection models for enterprise services.
- Track improvements in MTTR, alert noise reduction, automation coverage, and platform uptime.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field; equivalent experience considered.
- 5+ years of experience in enterprise platform operations, SaaS administration, or infrastructure support roles.
- Hands-on experience administering enterprise tools such as Jira, Confluence, Figma, Lucid, or similar SaaS platforms. This includes setting up monitoring and event management capabilities to alert for outage or service degradation.
- Experience with SQL Server and IIS/Apache administration is an asset.
- Experience managing SaaS service health, vendor communications, and feature rollouts.
- Proficiency in PowerShell or equivalent scripting for automation tasks.
- Solid understanding of monitoring, observability, and event management practices.
- Familiarity with ITIL principles and ServiceNow workflows.
- Strong troubleshooting and analytical skills.
- Effective communication skills, including experience communicating user-facing outages or changes.
- Motivation to deepen expertise in automation, AIOps, and reliability engineering.
Preferred Qualifications
- Experience integrating SaaS platforms with identity providers (Okta, Entra ID).
- Familiarity with CI/CD pipelines or automation-driven configuration management.
- Exposure to cloud platforms (AWS or Azure).
Additional Information
- On-Call Support: Participation in a shared, rotational on-call schedule is required.
Senior Enterprise Platform Reliability Engineer employer: Genesys
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 benefits and opportunities for skill development, particularly in the innovative field of enterprise platforms and tools. Located in Northern Ireland, employees enjoy a vibrant community and the chance to contribute to cutting-edge technology that enhances customer experiences globally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Enterprise Platform Reliability Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to enterprise platforms. We suggest doing mock interviews with friends or using online platforms to get comfortable with the process.
✨Tip Number 3
Showcase your skills! Create a portfolio or GitHub repository that highlights your work with tools like Jira, Confluence, or any automation scripts you've developed. This gives potential employers a tangible look at what you can do.
✨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, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Enterprise Platform Reliability Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Operations Reliability Engineer role. Highlight your experience with enterprise platforms and tools like Jira and Confluence, and don’t forget to showcase your automation skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about operational reliability and how your background makes you a perfect fit for our team at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex issues in previous roles. We love seeing candidates who can think critically and come up with innovative solutions!
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 and shows us you’re serious about joining our team!
How to prepare for a job interview at Genesys
✨Know Your Tools Inside Out
Make sure you’re well-versed in the enterprise platforms mentioned in the job description, like Jira, Confluence, and Figma. Familiarise yourself with their functionalities and any recent updates or features. This will not only show your expertise but also demonstrate your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific incidents where you’ve successfully diagnosed and resolved issues in enterprise platforms. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your analytical skills and how you approach challenges.
✨Understand AIOps and Automation
Since the role involves improving automation and AIOps practices, brush up on your knowledge of these areas. Be ready to discuss how you’ve implemented automation in past roles and the impact it had on operational efficiency. This will highlight your forward-thinking mindset.
✨Communicate Effectively
Effective communication is key, especially when discussing user-facing outages or changes. Practice explaining complex technical concepts in simple terms. This will show that you can bridge the gap between technical teams and end-users, a crucial skill for this position.
