Senior Operations Reliability Engineer – Enterprise Platforms and Tools

Location: Bangor

Senior Operations Reliability Engineer – Enterprise Platforms and Tools Skip to main content

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United Kingdom:
Northern Ireland time type:
Full time posted on:
Posted 12 Days Agojob requisition :
JR111086

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. And, while we offer great benefits and perks like larger tech companies, 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.
** Senior Operations Reliability Engineer – Enterprise Platforms & Tools*
* ** Level:
** P3 – Career (Professional Track)    
** 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 Service Now 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 Service Now 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…