Site Reliability Engineer in London

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where can you MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! While primarily remote, this role requires occasional visits to the Bristol office or London. Are you ready to make your mark?

About the Role

We are looking for a Site Reliability Engineer (SRE) to provide confidence to our customers that our systems will be available at all times. As we continue the global expansion of our product deployments, this role will help strengthen our core SRE function and support the integration of Voice/Unified Communications (UC) services with AI-powered capabilities. You will work across production infrastructure, real-time communications, and AI-dependent services to improve reliability, scalability, observability, and customer experience while collaborating with global, cross-functional teams.

What you will be doing:

• Run and improve production environments by monitoring availability and taking a holistic view of system health.
• Build software, automation, and systems to manage platform infrastructure and applications.
• Improve reliability, quality, scalability, and time-to-market across our suite of cloud software solutions.
• Measure and optimize system performance, identifying capacity constraints, failure modes, and performance bottlenecks before they affect customers.
• Provide operational support and engineering for large, distributed applications and services.
• Gather and analyze operating system, application, network, and service metrics to support performance tuning and fault isolation.
• Partner with development teams to improve services through rigorous testing, release procedures, and production-readiness practices.
• Participate in system design, platform management, capacity planning, incident response, and post-incident improvement.
• Create sustainable systems and services through automation, infrastructure improvements, and reduction of operational toil.
• Balance feature delivery and reliability using well-defined service level indicators, service level objectives, and error budgets.
• Improve the reliability of Voice/UC platforms and integrations, with attention to real-time signaling and media flows, call quality, latency, jitter, packet loss, failover, and end-to-end service availability.
• Partner with Voice/UC and AI engineering teams to operationalize AI-enabled communications capabilities such as speech recognition, transcription, summarization, intelligent routing, conversational assistance, and text-to-speech where applicable.
• Build observability for end-to-end Voice/UC + AI service paths, correlating communications telemetry with application, infrastructure, and AI-service metrics to accelerate detection and root-cause analysis.
• Design and test graceful degradation, dependency isolation, retry/fallback patterns, and recovery procedures so core communications remain resilient when AI or downstream services are impaired.
• Automate validation and production-readiness checks for Voice/UC + AI integrations, including performance, scale, reliability, and release verification.

What you will bring to the role:

• Bachelor degree in computer science or another highly technical or scientific discipline, or equivalent practical experience.
• 4-7 years of experience in technical roles involving production operations, systems engineering, SRE/DevOps, CI/CD implementation, software deployment, and maintenance of production systems.
• Experience with Agile methodologies, DevOps practices, CI/CD pipelines, infrastructure automation, and production monitoring/observability.
• Experience with distributed systems, cloud infrastructure, containers, and dynamic resource management frameworks such as Kubernetes.
• Experience with distributed storage technologies such as NFS, HDFS, or S3, or comparable cloud storage technologies.
• Hands-on troubleshooting skills across Linux, applications, networks, APIs, and distributed service dependencies.
• Working knowledge of Voice/UC or real-time communications concepts, including technologies such as SIP, RTP/SRTP, WebRTC, SBCs, media services, or equivalent communications platforms.
• Experience supporting or integrating AI-enabled services, APIs, or workflows; familiarity with operational considerations for speech/voice AI, machine-learning services, or LLM-based applications is preferred.
• Ability to use metrics, logs, traces, and service-level indicators to diagnose complex production issues and drive measurable reliability improvements.
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks, with strong cross-functional communication skills.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation.