Full-Time Technical Lead, Services Reliability & Management

About Digital Technology: We’re not yesterday’s IT department, we’re Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers. When you work in ServiceNow Digital Technology, you work for them.

Role: We are looking for a technology expert to lead and coordinate Services Management operations and support for deployed microservices across various domains. In this hands-on role, you will be responsible for understanding and resolving and/or directing activities related to services support. The successful candidate will have a proven background in supporting mission-critical software solutions, excellent communication skills, and a strong motivation to achieve results in a fast-paced environment.

What you get to do in this role:

• Oversee and ensure high-performance support for deployed microservices, including AI/ML, foundational, and integration services.
• Collaborate closely with different internal departments to understand their business requirements and manage expectations clearly.
• Engage with peers across various departments to comprehend their critical needs and provide reliable support services that enhance business efficiency.
• Proactively monitor and troubleshoot service performance, ensuring high availability and reliability to minimize potential business impact.
• Engage with partner teams to gather comprehensive details on service alerts.
• Analyze each incident thoroughly to identify the root cause, develop and provide technical solutions as necessary to resolve the incidents.
• Prepare and communicate operational metrics both within the organization and to external stakeholders.
• Lead and mentor a team of engineers, fostering a culture of continuous improvement.
• Define and rollout best practices for technical support and operational activities.
• Stay updated with the latest industry trends and technologies, advocating for their adoption where appropriate.

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.
• 10+ years of professional software delivery experience, with a focus on Microservices architecture and support.
• Strong proficiency in Java and/or Python.
• Extensive experience with containerization technologies such as Docker and orchestration tools like Kubernetes.
• Deep understanding of RESTful APIs and API gateway technologies.
• Strong knowledge of SQL, NoSQL, and in-memory databases.
• Familiarity with CI/CD tools such as Jenkins, GitLab CI.
• Knowledge of event-driven architectures and messaging systems like Kafka, RabbitMQ.
• Excellent problem-solving skills and the ability to think critically and analytically.
• Experience with cloud platforms such as Azure, or Google Cloud.
• Experience with monitoring and logging tools such as Prometheus, Grafana, ELK stack, or Splunk.
• Experience in defining and rolling out key support/operational processes.
• Strong communication skills, with the ability to articulate complex technical concepts to both technical and non-technical stakeholders.
• Team leadership experience and mindset to celebrate successes and acknowledge the hard work and dedication of the team.

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