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About the Role

As a Staff Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will provide senior technical leadership for the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services. You will take ownership of ambiguous, multi-system reliability problems, influence technical architecture and operational standards, lead significant engineering and automation initiatives, and help other engineers solve difficult problems.

Responsibilities

Provide technical leadership during complex, high-impact production incidents spanning multiple services, systems, or technology domains.
Lead technical Root Cause Analysis (RCA) for significant or complex incidents and drive systemic corrective and preventative actions across services and teams.
Identify recurring and systemic reliability risks and lead engineering initiatives that address their underlying technical causes.
Lead cross-functional reliability initiatives involving SRE, application engineering, infrastructure, networking, database, cloud, and security teams.
Influence technical architecture and engineering approaches for reliability, scalability, automation, observability, operational readiness, and production supportability.
Design and lead automation initiatives that eliminate significant sources of operational toil and create scalable, reusable solutions across services or environments.
Develop and guide operational tooling and automation using Bash, Python, and/or JavaScript, including reusable tools and frameworks that improve the effectiveness of other engineers.
Provide deep technical leadership across Linux, Google Cloud Platform, Kubernetes, networking, databases, configuration management, and distributed production systems.
Design and improve infrastructure and configuration automation using Ansible and Puppet, scripting, APIs, and related infrastructure-management technologies.
Lead the operation, troubleshooting, and reliability improvement of Kubernetes and containerized production environments.
Lead complex database troubleshooting, performance, and reliability improvements, particularly for PostgreSQL environments; MariaDB/MySQL experience is also applicable.
Establish and promote effective Git-based engineering practices for infrastructure, configuration, and automation code.
Diagnose complex network and distributed-system issues involving TCP/IP, DNS, IP addressing, routing, load balancing, connectivity, and network security technologies.
Drive improvements to monitoring, observability, service health, and operational readiness across multiple systems and services.
Evaluate proposed technical designs for reliability, scalability, failure modes, and operational risks and influence engineering decisions before systems reach production.
Establish, improve, and promote SRE engineering practices and operational standards across teams.
Mentor engineers through technical problem solving, incident response, design reviews, automation, troubleshooting, and reliability engineering practices.
Communicate complex technical issues, engineering decisions, systemic risks, and recommendations clearly to engineering teams, stakeholders, and leadership.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
8+ years Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent/relevant engineering work experience, with demonstrated ability to independently own and resolve complex production and reliability problems.
Extensive experience administering, troubleshooting, and engineering Linux-based production environments at scale.
Advanced scripting and automation experience using Bash, Python, and/or JavaScript, including designing reusable automation and engineering solutions leveraged by other engineers or teams.
Significant experience engineering and operating cloud infrastructure, with Google Cloud Platform (GCP) preferred.
Strong hands-on experience designing and implementing infrastructure and configuration management automation using Ansible and Puppet.
Strong experience operating, troubleshooting, designing, and improving Kubernetes and containerized production environments.
Strong command of Git-based engineering workflows, including source-controlled infrastructure, configuration, and automation.
Deep database administration, performance, and troubleshooting experience, preferably with PostgreSQL; MariaDB/MySQL expertise is also applicable.
Advanced networking knowledge, including TCP/IP, DNS, IP addressing, routing, load balancing, connectivity troubleshooting, and network security concepts.
Significant experience leading major incident management and Root Cause Analysis, including driving systemic corrective actions and preventative engineering work.
Deep experience with monitoring and observability across applications, services, infrastructure, databases, and networks.
Demonstrated ability to lead complex technical initiatives spanning multiple systems, technology domains, or engineering teams.
Demonstrated ability to solve ambiguous, cross-domain technical problems where the solution is not already defined.
Demonstrated ability to influence technical architecture, engineering practices, reliability standards, and operational design beyond an individual service or system.
Experience mentoring engineers and raising the technical effectiveness of the broader engineering organization.
Excellent written and verbal communication skills, including the ability to clearly communicate complex technical decisions, tradeoffs, and risks to engineering teams and leadership.
Requires successful completion of a Government of Canada Reliability Status screening.
Screening requires 5 years of verifiable background history.
Candidates must be eligible to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status.

Skills

AI integration
Linux administration
Bash scripting
Python scripting
JavaScript scripting
Google Cloud Platform (GCP)
Ansible
Puppet
Kubernetes
Containerization
Git
PostgreSQL
MariaDB
MySQL
TCP/IP
DNS
IP addressing
Routing
Load balancing
Connectivity troubleshooting
Network security
Incident management
Root Cause Analysis (RCA)
Monitoring
Observability
Technical leadership
Automation
Configuration management

Location

Canada

Work Type

Shift-based
24x5 coverage
Flexible
Remote

Experience Level

Staff
8+ years of relevant experience
6+ years of relevant experience with Master's degree
3+ years of relevant experience with PhD

Education Level

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

Salary/Compensations

$125,450 - $175,450

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
Employee Stock Purchase Plan (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.
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.