Technical Lead, Services Reliability & Management

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About Digital Technology:
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.
We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them.
Role:
We are looking for a technology expert to lead and coordinate Services Management operations and support for deployed microservices across various domains. In this hands-on role, you will be responsible for understanding and resolving and/or directing activities related to services support. The successful candidate will have a proven background in supporting mission-critical software solutions, excellent communication skills, and a strong motivation to achieve results in a fast-paced environment
What you get to do in this role:

• Oversee and ensure high-performance support for deployed microservices, including AI/ML, foundational, and integration services.
• Collaborate closely with different internal departments to understand their business requirements and manage expectations clearly.
• Engage with peers across various departments to comprehend their critical needs and provide reliable support services that enhance business efficiency.
• Tasked with proactively monitoring and troubleshooting service performance, ensuring high availability and reliability to minimize any potential business impact.
• Engage with partner teams to gather comprehensive details on service alerts.
• Analyze each incident thoroughly to identify the root cause, develop and provide technical solutions as necessary to resolve the incidents
• Responsible for preparing and communicating operational metrics both within the organization and to external stakeholders.
• Lead and mentor a team of engineers, fostering a culture of continuous improvement.
• Define and rollout best practices for technical support and operational activities.
• Stay updated with the latest industry trends and technologies, advocating for their adoption where appropriate.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years of professional software delivery experience, with a focus on Microservices architecture and support.
• Strong proficiency in Java and/or Python.
• Extensive experience with containerization technologies such as Docker and orchestration tools like Kubernetes.
• Deep understanding of RESTful APIs and API gateway technologies.
• Strong knowledge of SQL, NoSQL, and in-memory databases.
• Familiarity with CI/CD tools such as Jenkins, GitLab CI.
• Knowledge of event-driven architectures and messaging systems like Kafka, RabbitMQ.
• Excellent problem-solving skills and the ability to think critically and analytically.
• Experience with cloud platforms such as Azure, or Google Cloud.
• Experience with monitoring and logging tools such as Prometheus, Grafana, ELK stack, or Splunk.
• Experience in defining and rolling out key support/operational processes is essential.
• Strong communication skills, with the ability to articulate complex technical concepts to both technical and non-technical stakeholders.
• Team leadership experience and mindset to celebrate successes and acknowledge the hard work and dedication of the team.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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