Monitor enterprise tool health dashboards and observability platforms to detect service degradations and emerging issues.
Resolve enterprise SaaS-related incidents through hands-on troubleshooting, escalating complex issues when necessary.
Perform basic incident triage and correlation to determine probable cause and appropriate routing.
Validate automated workflows and identify recurring manual tasks suitable for future automation.
Contribute documentation for runbooks, troubleshooting guides, and support procedures.
Support user-impact communications during outages or service disruptions in coordination with ServiceNow and IT communications teams.
Assist in reducing alert noise by identifying duplicate or low-value alerts.
Collaborate with IAM, Cloud, Security, and ServiceNow teams to support operational improvements.
Ensure tool configuration and usage data aligns with monitoring and governance standards.
Monitor vendor service health portals and report relevant service advisories.
Support operational reliability of Microsoft Power Platform components (Power Apps, Power Automate, Power BI), including monitoring flow failures and troubleshooting environment-level issues.

Bachelor’s degree in Information Technology or related field; equivalent experience considered.
3+ years of experience supporting enterprise SaaS platforms or IT operations.
Hands-on experience administering at least one enterprise tool platform (e.g., Atlassian, Microsoft Power Platform, collaboration tools).
Working knowledge of Microsoft Power Apps, Power Automate, or Power BI administration concepts.
Familiarity with SaaS service health dashboards and vendor support models.
Basic understanding of incident management and ITSM processes.
Strong troubleshooting and analytical skills.
Effective written and verbal communication skills, including ability to communicate user-facing updates.
Familiarity with scripting or automation tools (PowerShell, APIs, or workflow tools) is a plus.
Interest in developing deeper skills in database administration, IIS, automation, AIOps, and enterprise platform reliability.

Operations Reliability Engineer – Enterprise Platforms and Tools

Key skills