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ServiceNow is seeking an experienced Sr Manager for our Data & Storage Reliability Engineering team.
This leader will drive engineering excellence across prevention engineering, reliability engineering, observability, incident learnings, diagnostics, automation, capacity planning, and platform risk reduction. The role requires deep technical expertise in database and distributed systems architectures, large-scale SaaS production environments, and customer-facing operations, combined with strong people leadership and execution rigor.
The ideal candidate has experience leading high-performing engineering teams responsible for identifying recurring production patterns, converting incident and escalation learnings into durable engineering improvements, strengthening observability, and building sustainable solutions that improve platform resilience at scale.
You should have experience with large-scale web applications, database platforms, distributed systems, Linux-based production environments, and a strong problem-solving mindset for reliability, automation, diagnostics, observability, and prevention. Qualified candidates will be responsible for leading a team of highly skilled engineers that push the limits of scalability, resiliency, and operational excellence.
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Let’s start with the role
As a Sr Manager of the Data & Storage Reliability Engineering team your responsibilities will be:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving — using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function.
10+ years of experience in database engineering, reliability engineering, distributed systems, platform engineering, infrastructure engineering, production engineering, or large-scale SaaS platform operations.
4+ years of engineering leadership experience, including leading engineers and cross-functional or distributed teams.
Experience leading Reliability Engineering, Database Engineering, Platform Engineering, Infrastructure Engineering, Production Engineering, Performance Engineering, or related technical teams.
Strong expertise in database technologies, operating system performance, distributed systems, cloud-native architectures, and large-scale production environments.
Solid understanding of reliability engineering, observability, diagnostics, root cause analysis, capacity planning, scalability engineering, resiliency, automation, and operational excellence.
Experience translating production insights, customer escalations, incident learnings, platform telemetry, and recurring operational challenges into prioritized engineering work.
Experience designing and improving observability, diagnostics, reliability reviews, migration readiness checks, resiliency validation, automation, and engineering guardrails.
Strong understanding of tuning and troubleshooting across database, operating system, storage, network, and application layers.
Proven experience identifying and resolving complex reliability, scalability, performance, efficiency, and operational bottlenecks in large-scale distributed environments.
Experience leading customer-critical investigations involving reliability, capacity, performance, scalability, resilience, or operational risk challenges.
Experience leveraging observability and telemetry platforms to analyze system behavior and drive platform improvements.
Experience partnering with software engineering, infrastructure, production operations, and escalation organizations to improve platform reliability, scalability, efficiency, and production readiness.
Experience driving engineering initiatives through data, metrics, incident learnings, telemetry, benchmarking, and measurable outcomes.
Strong communication, stakeholder management, and leadership skills.
Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
Desired Skills
Experience operating large-scale enterprise database and storage platforms supporting mission-critical workloads.
Experience growing Reliability Engineering, Database Engineering, Platform Engineering, Performance Engineering, Scalability Engineering, or Production Engineering teams.
Experience with observability platforms, telemetry systems, diagnostics frameworks, production analytics, reliability scorecards, engineering metrics, and impact reporting.
Experience with reliability reviews, resiliency validation, migration readiness, workload simulation, capacity forecasting, prevention programs, and operational risk reduction frameworks.
Experience leveraging AI technologies to improve anomaly detection, forecasting, incident analysis, prioritization, operational efficiency, and engineering productivity.
Understanding of distributed systems architecture, cloud platform operations, Linux-based production environments, and hyperscale environments.
Experience contributing to platform architecture, database strategy, reliability investments, scalability roadmaps, and long-term engineering improvements.
Experience with performance testing, benchmarking, workload simulation, and capacity modeling as part of broader reliability and prevention engineering programs.
Experience supporting enterprise database technologies such as MySQL, MariaDB, PostgreSQL, Oracle, SQL Server, or cloud-native database platforms.
Familiarity with ServiceNow platform architecture and large-scale SaaS operations.
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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
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.
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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