Site Reliability Engineer, SaaS

About the role

The National Hockey League (NHL®), founded in 1917, is the premier professional ice hockey league in the world and a major professional sports league in the United States and Canada. With over 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities through hockey. We are seeking an experienced Systems Reliability Engineer, SaaS to own the reliability, performance, and operational health of the enterprise SaaS platforms supporting collaboration, automation, and analytics across the organization.

Responsibilities

• Reliability Strategy & Ownership
  • Define and track SLIs, SLOs, and error budgets for enterprise SaaS platforms.
  • Own the reliability posture of collaboration and analytics tools, including:
    • Microsoft 365 (SharePoint Online, Copilot).
    • Azure log analytics and data platforms.
    • Slack administration and integrations.
    • Adobe environment governance and performance.
    • Zoom administration.
    • Email flow and delivery health.
  • Ensure platform reliability scales with evolving business needs.
• Monitoring, Observability & Incident Response
  • Build and maintain monitoring, alerting, and observability across the SaaS estate.
  • Serve as an escalation point and incident commander for complex platform or integration outages.
  • Lead root cause analysis and drive blameless postmortems.
  • Champion a security-first, reliability-first mindset across the team.
• Governance, Security & Compliance
  • Support governance frameworks for SaaS platforms (access, lifecycle, data policies).
  • Partner with security and compliance teams to enforce:
    • Identity and access management (Entra ID).
    • Conditional Access and Zero Trust models.
    • Data loss prevention (DLP) and external sharing controls.
  • Ensure adherence to SOC2 and ITSM standards.
• Operational Excellence & Automation
  • Automate provisioning, onboarding/offboarding, and request fulfillment.
  • Build self-healing and auto-remediation workflows using APIs, scripting, and ITSM tooling (e.g., ServiceNow).
  • Improve reliability, capacity planning, and incident response processes.
  • Reduce manual toil through scalable, repeatable automation.
• User Experience & Adoption
  • Support adoption of modern workplace tools including AI tools and collaboration platforms.
  • Champion performance and reliability improvements that directly benefit end-user experience.
  • Contribute to runbooks, documentation, and knowledge base development.
• Stakeholder Engagement
  • Collaborate with IT leadership, security, and business units to align reliability priorities.
  • Act as a trusted advisor on platform reliability, capacity, and risk.
  • Translate reliability metrics and incident trends into business impact.

Requirements

• Knowledge Areas/Experience
  • 5+ years of experience in a systems reliability, SRE, or SaaS operations role.
  • Strong expertise in:
    • Microsoft 365 ecosystem (SharePoint, Copilot).
    • Azure services or data platforms.
    • Slack administration and integrations.
    • Zoom administration.
    • Email flow.
  • Experience with identity platforms (Entra ID / SSO / SCIM).
  • Strong understanding of SaaS reliability, security, and compliance practices.
  • Experience with automation and scripting (PowerShell, APIs, scripting).
  • Experience defining and monitoring SLAs/SLOs/SLIs.
• Skills
  • Systems thinking with strong execution capability.
  • Incident response and calm-under-pressure decision making.
  • Cross-platform architecture mindset.
  • Strong communication and stakeholder management.
  • Data-driven, metrics-oriented decision making.
• Core Competencies
  • Accountability
  • Adaptability
  • Communication
  • Critical Thinking
  • Inclusion
  • Professionalism
  • Teamwork & Collaboration

Benefits

• Time to Recharge
  • Generous Paid Time Off (PTO) including paid holidays, vacation, personal and sick days, plus an extra day off for your birthday.
• Health & Wellness
  • Comprehensive health benefits (medical, dental, vision) effective on the first day, with minimal employee cost.
  • Employee Assistance Program (EAP) for mental, physical, and financial health, including household members.
  • Access to a digital wellness resource for sleep, movement, and focus.
• Childcare Leave
  • Up to 12 weeks of paid leave for the primary caregiver following birth, adoption, or placement of a child.
  • Up to 6 weeks of paid leave for non-primary caregivers within the first 6 months.
• Retirement
  • 401K (pre-tax and Roth options) with non-elective (employer) contributions.
• Work Flexibility
  • Hybrid work schedule available for most roles.
• Work Environment
  • State-of-the-art offices at One Manhattan West in Hudson Yards, featuring high-tech conference rooms, game rooms, and dining with a view.
  • Access to shops, culinary experiences, and public artwork in the neighborhood.
• Additional Perks
  • Pre-tax commuter benefit plan to offset travel costs.
  • Exclusive partner rates on travel, consumer goods, services, and the NHL Store.
  • Opportunities to participate in hockey at Chelsea Piers, join Employee Resource Groups, and engage in team-building activities.

Pay

Salary range: $145,000–$175,000. Actual base pay will be determined based on experience, training, market demands, and geographic location.