Lead Site Reliability Engineer (ServiceNow Platform)

Job description

<h3 style="margin-top:19px; margin-bottom:19px"><span style="font-size:14pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><b><span lang="EN-US" style="font-size:12.0pt"><span style="line-height:116%">Lead Site Reliability Engineer (ServiceNow Platform)</span></span></b></span></span></span></span></span></h3> <h4 style="margin-top:21px; margin-bottom:21px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><span style="font-style:italic"><b>What you get to do in this role:</b></span></span></span></span></span></span></h4> <p style="margin-top:16px; margin-bottom:16px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">As the <b>Lead Site Reliability Engineer (SRE)</b>, you will spearhead the design and implementation of observability and reliability strategies across our ServiceNow platform and integrated third-party systems.

You'll lead the charge in establishing and maturing telemetry frameworks, ensuring the visibility of golden signals-<b>latency, traffic, errors, and saturation</b>-to drive proactive performance and availability management.</span></span></span></p> <p style="margin-top:16px; margin-bottom:16px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">This role is both strategic and hands-on.

You will mentor other engineers, collaborate with cross-functional teams, and influence platform-wide improvements.

Your work will directly enhance system resilience, user experience, and operational excellence.</span></span></span></p> <h4 style="margin-top:21px; margin-bottom:21px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><span style="font-style:italic"><b>Key Responsibilities:</b></span></span></span></span></span></span></h4> <ul> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Architect and implement <b>telemetry and observability frameworks</b> across ServiceNow and its ecosystem.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Define and monitor <b>golden signals</b> to drive proactive SRE practices.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Lead <b>incident and problem management reviews</b>, ensuring data-driven root cause analysis and continuous improvement.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Collaborate with development, support, and infrastructure teams to implement <b>self-healing</b>, <b>auto-remediation</b>, and <b>resiliency patterns</b>.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Develop and mature dashboards and real-time alerts using tools like ServiceNow Platform along with <b>Datadog, Splunk, or Grafana</b>.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Drive automation for reliability checks, capacity planning, and environment health.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Establish and promote <b>SRE best practices</b>, playbooks, and operational readiness standards across product teams.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Represent SRE in architectural reviews and platform governance meetings.</span></span></span></li> <li style="margin-top:16px; margin-bottom:16px; margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Mentor junior engineers, foster a learning culture, and ensure adoption of reliability-first principles.</span></span></span></li>
</ul> <p style="margin-bottom:11px"> </p> <h3 style="margin-top:11px; margin-bottom:5px"><span style="font-size:14pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><b><span lang="EN-US" style="font-size:12.0pt"><span style="line-height:116%">Qualifications:</span></span></b></span></span></span></span></span></h3> <ul> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Bachelor's or Master's degree in Computer Science, Engineering, or related technical field.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><b>10+ years of IT experience</b>, with <b>5+ years in SRE or production engineering</b>, and <b>2+ years in a lead or principal role</b>.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Proven experience in managing <b>observability, telemetry, and incident response</b> frameworks at scale.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Deep understanding of <b>ITIL-aligned processes</b> (Incident, Problem, Change).</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Strong <b>leadership and collaboration</b> skills, with the ability to influence across engineering and business teams.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Excellent verbal and written communication, especially in articulating technical decisions to business stakeholders.</span></span></span></li>
</ul> <p style="margin-bottom:11px"> </p> <h3 style="margin-top:11px; margin-bottom:5px"><span style="font-size:14pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><b><span lang="EN-US" style="font-size:12.0pt"><span style="line-height:116%">Technical Requirements:</span></span></b></span></span></span></span></span></h3> <ul> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Strong experience with <b>monitoring tools</b> such as <b>Datadog, Splunk, Prometheus, Grafana</b>, or equivalents.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Proficient in <b>ServiceNow platform administration</b>, performance tuning, and API integrations.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Solid command over <b>Unix/Linux internals</b>, system performance tuning, and network troubleshooting.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Proficient in one or more scripting languages: <b>Python, Shell, JavaScript</b>.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Hands-on experience with <b>Kubernetes</b>, <b>containers</b>, and <b>CI/CD pipelines</b>.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Deep understanding of <b>HTTP/S, DNS, SSL/TLS</b>, and other web protocols.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Familiarity with <b>cloud platforms</b> (AWS, Azure, or GCP); <b>certifications preferred</b>.</span></span></span></li>
</ul> <p style="margin-bottom:11px"> </p> <h3 style="margin-top:11px; margin-bottom:5px"><span style="font-size:14pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif"><span style="color:#0f4761"><span style="font-weight:normal"><b><span lang="EN-US" style="font-size:12.0pt"><span style="line-height:116%">Preferred (Nice to Have):</span></span></b></span></span></span></span></span></h3> <ul> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Experience with <b>ServiceNow ITOM modules</b> like <b>Event Management, AIOps, and Discovery</b>.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Knowledge of <b>AI/ML-based anomaly detection</b> and alerting strategies.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Experience with <b>infrastructure-as-code</b> using tools like <b>Ansible, Terraform</b>.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Familiarity with <b>performance profiling and diagnostics</b> of complex applications.</span></span></span></li> <li style="margin-left:8px"><span style="font-size:12pt"><span style="line-height:116%"><span style="font-family:Aptos,sans-serif">Previous success in establishing <b>SRE teams or practices</b> from the ground up.</span></span></span></li>
</ul>

Required Skill Profession

Computer Occupations