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
We are seeking a Principal Observability Architect to lead the strategic architecture, evolution, and operationalization of a modern, multi-tenant Observability Platform-as-a-Service (OPaaS) tailored for a hybrid on-prem and cloud-native SaaS product.
You will architect a cloud-agnostic, federated observability platform that supports real-time monitoring, advanced telemetry pipelines, and AI-powered insights to ensure platform reliability, developer productivity, and exceptional customer experiences. This role combines deep technical leadership with a strong focus on developer enablement, platform resiliency, and data governance.

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 in DevOps, SRE, or Observability roles, including 5+ years in architecture or platform engineering.
• Proven experience designing and operating near real-time observability systems in global-scale SaaS environments.
• Deep expertise in OpenTelemetry (including collector deployment, semantic conventions, sampling strategies).
• Experience integrating observability in Kubernetes, microservices, and serverless ecosystems.
• Hands-on with telemetry data pipelines using Cribl, Prometheus/VictoriaMetrics, and log/trace platforms.
• Experience embedding telemetry validation in CI/CD workflows.
• Familiarity with AI/ML for observability (anomaly detection, summarization, impact correlation).
• Working knowledge of data privacy, retention, and compliance practices in observability.