At a Glance
- Tasks: Own the reliability and health of enterprise platforms while driving automation and proactive practices.
- Company: Join Genesys, a global leader in customer experience technology.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Collaborative culture with mentorship opportunities and career advancement.
- Why this job: Make a real impact on customer experiences with cutting-edge AI technology.
- Qualifications: 5+ years in SaaS operations and strong skills in automation and troubleshooting.
The predicted salary is between 60000 - 80000 € 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.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. 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.
Overview
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.
- 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 Operations Reliability Engineer – Enterprise Platforms and Tools employer: Genesys
Genesys is an exceptional employer that fosters a culture of empathy and collaboration, empowering employees to take ownership of their work and make a significant impact within the company. With a commitment to professional growth, Genesys offers extensive benefits and opportunities for skill development in a dynamic environment, making it an ideal place for those looking to advance their careers while contributing to innovative customer experience solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operations Reliability Engineer – Enterprise Platforms and Tools
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially if they relate to enterprise platforms and tools. This shows you’re genuinely interested!
✨Tip Number 3
Practice your problem-solving skills. You might face technical questions or scenarios during interviews, so brush up on your troubleshooting techniques related to SaaS platforms.
✨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 keen on joining our team!
We think you need these skills to ace Senior Operations Reliability Engineer – Enterprise Platforms and Tools
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Operations Reliability Engineer role. Highlight your experience with enterprise platforms and tools, and show us how your skills align with what we're looking for.
Showcase Your Technical Skills:We want to see your hands-on experience with tools like Jira, Confluence, and Figma. Be specific about your achievements and how you've improved operational reliability in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward. Use bullet points where possible and avoid jargon. We appreciate clarity and want to quickly understand your qualifications and experiences.
Apply Through Our Website:Don't forget to submit your application through our official website! This ensures that we receive all your details correctly and helps us process your application smoothly.
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, common issues, and best practices. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled operational challenges in the past. Think about incidents you've triaged or automated processes you've improved. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Showcase Your Communication Skills
Since this role involves user-impact communications during outages, practice articulating complex technical information in a way that’s easy for non-technical stakeholders to understand. You might even want to prepare a brief explanation of a past incident where you had to communicate effectively with users.
✨Be Ready for Automation Discussions
Given the emphasis on automation and AIOps in the role, brush up on your scripting skills, particularly in PowerShell or Python. Be prepared to discuss any automation projects you've worked on, including the challenges faced and the outcomes achieved. This will demonstrate your proactive approach to improving operational reliability.
