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About the Role

As a Senior Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will help ensure the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services. You will work across the technology stack, including operating systems, cloud infrastructure, networking, containers, databases, observability, and application services. You will independently troubleshoot complex production problems, participate in incident response, identify root causes, and engineer sustainable solutions that prevent recurrence. A key part of this role is improving the operability of the environment by eliminating repetitive manual work through automation, strengthening monitoring and observability, and continuously improving service reliability.

Responsibilities

Independently troubleshoot and resolve complex production issues across infrastructure, application, database, network, container, and cloud layers.
Participate in and, where appropriate, lead incident management activities, including diagnosis, mitigation, service recovery, and technical coordination during production incidents.
Lead or contribute to Root Cause Analysis (RCA) and translate lessons learned into corrective and preventative engineering work.
Develop sustainable solutions that prevent recurring incidents rather than relying on repeated manual intervention.
Develop scripts and operational tooling using Bash, Python, and/or JavaScript to automate repetitive activities and improve operational consistency.
Build and maintain infrastructure and configuration automation using Ansible and Puppet.
Administer, operate, and troubleshoot Linux-based production systems at scale.
Work with cloud infrastructure and services, with Google Cloud Platform (GCP) preferred.
Operate and troubleshoot Kubernetes environments and containerized workloads.
Administer, troubleshoot, and performance-tune relational database technologies, preferably PostgreSQL; MariaDB/MySQL experience is also applicable.
Use Git and source-control-based engineering workflows to develop, review, test, and maintain infrastructure and automation code.
Troubleshoot network-related issues using strong knowledge of TCP/IP, DNS, IP addressing, routing, load balancing, connectivity, and network security concepts.
Use monitoring, logging, metrics, tracing, and other observability capabilities to identify production problems and improve system reliability.
Collaborate with application engineering, infrastructure, networking, security, database, and other SRE teams to resolve issues and improve service reliability.
Identify repetitive operational work and develop automation that reduces toil, improves consistency, and reduces operational risk.
Participate in design and operational-readiness reviews and identify reliability, supportability, and operational concerns before changes reach production.
Share technical knowledge, troubleshooting approaches, and operational best practices with other engineers.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
5+ years with a Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field or 3 years and a Master's degree; or a PhD without experience; or equivalent/relevant engineering work experience, with demonstrated ability to independently own and resolve complex production and reliability problems.
Strong production experience administering and troubleshooting Linux operating systems.
Strong scripting and automation experience using Bash, Python, and/or JavaScript, including developing maintainable automation rather than only executing existing scripts.
Hands-on experience with cloud infrastructure, with Google Cloud Platform (GCP) preferred.
Hands-on configuration management and automation experience using Ansible and Puppet.
Practical experience operating and troubleshooting Kubernetes production environments.
Strong working knowledge of Git and source-control-based software and infrastructure engineering workflows.
Strong database administration, performance, and troubleshooting experience, preferably with PostgreSQL; MariaDB/MySQL experience is also applicable.
Strong networking knowledge, including TCP/IP, DNS, IP addressing, routing, load balancing, connectivity troubleshooting, and network security concepts.
Experience supporting production services through incident management, including diagnosis, mitigation, recovery, and technical Root Cause Analysis.
Experience with monitoring and observability of applications, infrastructure, services, databases, and networks at scale.
Ability to independently analyze complex operational problems and determine appropriate technical solutions.
Strong analytical, troubleshooting, written communication, and collaboration skills.
Successful completion of a Government of Canada Reliability Status screening as a condition of employment.
5 years of verifiable background history for screening, including identity verification, education verification, a criminal record check, and a credit check.
Eligibility to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status.

Skills

AI integration
Bash scripting
Python scripting
JavaScript scripting
Ansible
Puppet
Linux administration
Google Cloud Platform (GCP)
Kubernetes
PostgreSQL
MariaDB
MySQL
Git
TCP/IP
DNS
IP addressing
Routing
Load balancing
Network security
Incident management
Monitoring
Logging
Metrics
Tracing
Observability

Location

Canada

Work Type

Shift-based
Flexible
Remote

Experience Level

Senior
5+ years with Bachelor's degree
3 years with Master's degree
PhD without experience

Education Level

Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field
Master's degree
PhD

Salary/Compensations

$102,050 - $152,050

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
ESPP
Matching donations
Flexible time away plan
Family leave programs

About the Company

ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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.
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.