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Technical Duty Officer

2 months ago

Santa Clara, California, United States ServiceNow Full time
Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

We serve approximately 85% of the Fortune 500, and we're proud to be one of the FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Learn more about our company culture and values on our blog and hear from our employees about their experiences working at ServiceNow.

We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Responsibilities
  • Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
  • Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
  • Develop new solutions and build requirements for new procedures and automations and verify that these new services meet our needs before they are released to the production environment.
  • Drive organization-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
  • Make operations more effective by continually training and mentoring the team on all aspects of the operational environment.
  • This position requires participation in our on-call rotation.
Requirements
  • 6+ years of experience in Linux enterprise service operations, SRE, or Systems Engineering.
  • An in-depth understanding of the technology associated with operating a service or platform in the public or private cloud, including data centers, systems, networks, web applications, and relational databases.
  • Meticulous analytical skills to identify and understand the root cause of critical issues.
  • Excellent collaboration skills across diverse cross-functional teams
  • Familiarity with Networking technologies such as routing, switching, DNS, load balancing, and CDN is good to have.
  • Working knowledge of BASH, Python, Perl or other scripting languages.
  • Incident management experience with the ability to work under pressure and remain calm and composed during a crisis.
  • Strong communication skills to collaborate effectively with other teams. You need to be able to work well in a team environment, actively listening to others and contributing your own ideas to solve problems.
  • Bachelor's degree in Computer Science or Information Systems or equivalent technical degree