Sr. Reliability and Technology Process Engineer

A candidate in this role will be focused on managing and improving global technology processes using agile workflow and artificial intelligence tooling. The candidate will be responsible primarily for our EMEA region and will work in the time zone of those regions business hours. You’ll be responsible for cross team collaboration to manage and improve Align’s application availability through process execution and process improvement via automations. You’ll identify process gaps and create action plans to address and execute those plans showing returns in efficiency and cost.

Key Responsibilities

• Manage SLA issues efficiently, with speed, and through collaboration

• Represent and execute major incident process as needed

• Identify and implement improvements and continuous self service improvements in ITIL processes

• Design and implement AI agents, planning algorithms, and decision-making frameworks

• Integrate agents into applications, APIs, or workflows (e.g., chatbots, copilots, automation tools)

• Collaborate with researchers, engineers, and product teams to iterate on agent capabilities

• Optimize AI agent behavior through feedback loops, reinforcement learning, or user interaction

• Monitor performance, conduct evaluations, and implement safety and guardrail mechanisms

• Maintain thorough documentation of agent logic, design decisions, and dependencies

• Working knowledge of workflow design and improvements in ServiceNow and Jira

• Execute/Run/Represent processes you’re responsible for with high quality and results

• Work with teams on tooling and resource utilization for existing process and identify areas where Align can automate and reduce resource utilization through simplifications and automations

• Ensure policies and processes align with compliance goals

Skills, Knowledge & Expertise

• Effective collaboration and integration skills with global IT and business teams

• Proficiency with Microsoft Word, Excel, and Powerpoint

• Proficiency with ServiceNow and Atlassian product offerings

• Proficiency in creating agents using Microsoft CoPilot

• Proficiency in using various forms of automation, AI or otherwise, to manage out resource overhead in availability management practices

• Working configuration and use knowledge of common observability tooling

• Analytical thinking as you review existing and create and automate new steps in a process

• Create and document new process and implement and govern with global teams

• Lead a process and effectively educate on how it aligns to a larger compliance initiative

• Bachelors Degree required

• 7+ years of Information Technology experience