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
Please Note: This position will include supporting our US Public Sector customers.
This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
Our Site Reliability Engineering (SRE) team consists of highly skilled engineers responsible for maintaining and enhancing the reliability, scalability, and performance of the ServiceNow infrastructure. Our SRE’s are empowered to resolve technical issues across the entire technology stack, from hardware to applications. Additionally, they work to improve the platform’s operability, aiming to reduce the number of incidents and minimize Mean Time to Recovery (MTTR). To achieve this, the team combines software development, networking, database, and systems engineering skills to tackle complex problems, striving to maintain our platform operating for our customers.
As a Shift Manager, Site Reliability Engineering at ServiceNow, you’ll lead a team of SRE’s focused on ensuring the reliability and availability of critical enterprise platforms/applications, with a focus on federal sector clients, and driving automation and continuous improvement.
Our day shift Federal SRE Teams work four 10-hour days. We have a team for Sunday to Wednesday and a second team for Wednesday to Saturday. The work hours for day shift are 7 am to 6 pm Pacific Time.

WHAT YOU GET TO DO IN THIS ROLE:

• Team leadership. Mentor, and develop a team of SRE engineers, manage career development, project prioritization and performance review.
• Drive initiatives to automate operational processes, reduce manual tasks, and improve overall efficiency.
• Work with other engineering teams, product managers, and stakeholders to ensure alignment, and improve the reliability of the infrastructure.
• Orchestrate actions during incidents and outages to ensure swift resolution and minimize impact and take actions towards sustainable solutions.
• Analyze and evaluate existing processes to identify areas for improvement and implement best practices.
• Provide training and support to partner teams that interface with SRE.
• Onboarding of new hires to enable their success in their roles.
• Onboarding of new technologies, systems and automations into the team.
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Hands-on technical skills in Linux, databases, systems and coding.
• 2+ years of experience in a team leadership or management role.
• 6+ years of experience with 24x7 cloud operations, and geographically distributed infrastructure.
• Experience with design and implementation of monitoring solutions for large and scalable environments.
• Experience working in software, platform, and infrastructure delivered as a service.
• Knowledge of principles and methods involving ITIL v3.
• Outstanding interpersonal skills and strong communication skills, both written and verbal.
• Uncompromising attention to detail.
• Bachelor’s degree in Computing Science or related technical field, or equivalent work experience.

The following are not a must for this role, but please highlight them on your resume if you have:

• RHCE, CCNA, ITIL, Azure, or other industry certifications
• Master’s degree in a technical field