Senior Technical Operations Officer

2 weeks ago

San Diego, California, United States ServiceNow Full time
Job Overview

Important Note: This role involves providing support to our Federal clients.

Applicants must successfully complete a background screening process, which includes a credit evaluation, criminal history check, and a drug screening. Employment is contingent upon passing this screening. Only U.S. citizens, naturalized citizens, or U.S. Permanent Residents with a green card will be considered due to Federal regulations.

About the Technical Operations Team

The Technical Operations team is dedicated to safeguarding and enhancing all public services offered by ServiceNow. This position is distinctive within the technology sector, granting TDOs the opportunity to collaborate with various teams across the organization. Our extensive technical expertise enables us to maintain critical systems during any disruptions.

TDOs are responsible for implementing solutions during internet outages, hardware malfunctions, configuration errors, and natural disasters. We are empowered to take ownership of these challenges and ensure they are resolved effectively. Unlike conventional operational roles, we possess the authority to make necessary adjustments to restore services.

The TDO serves as the final escalation point and is committed to resolving issues. Our team comprises experts in Cloud Operations, Development, Systems Engineering, and Networking, providing leadership to a robust Site Reliability Engineering (SRE) group. We tackle challenges ranging from intricate Linux kernel configurations to large-scale capacity issues.

Key Responsibilities
  • Utilize your extensive knowledge of systems, networks, and databases to lead a team of on-site engineers responsible for the performance and availability of ServiceNow's cloud infrastructure.
  • Oversee all recovery initiatives and act as the crisis manager during significant outages, ensuring swift resolution of any operational disruptions.
  • Innovate new solutions and establish requirements for new processes and automations, ensuring these services meet operational needs prior to deployment.
  • Drive organization-wide improvements by engaging in post-incident analyses, endorsing new architectural frameworks, and fostering strong relationships across various teams.
  • Enhance operational efficiency by continuously training and mentoring team members on all facets of the operational landscape.
  • Participate in the on-call rotation as required.
Qualifications

To excel in this position, you should possess:

  • A minimum of 6 years of experience in Linux enterprise service operations, Site Reliability Engineering, or Systems Engineering.
  • A comprehensive understanding of the technologies involved in managing services or platforms in both public and private cloud environments, including data centers, systems, networks, web applications, and relational databases.
  • Strong analytical skills to identify and address the root causes of critical issues.
  • Exceptional collaboration abilities across diverse teams.
  • Familiarity with networking technologies such as routing, switching, DNS, load balancing, and Content Delivery Networks (CDN) is advantageous.
  • Proficiency in scripting languages such as BASH, Python, or Perl.
  • Experience in incident management, with the capacity to maintain composure under pressure during crises.
  • Excellent communication skills to effectively collaborate with other teams, actively listening and contributing ideas to resolve challenges.
  • A Bachelor's degree in Computer Science, Information Systems, or a related technical field.
Additional Information

ServiceNow is committed to equal employment opportunities. All qualified candidates will be considered for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

At ServiceNow, we prioritize flexibility and trust in our distributed work environment. If you require accommodations to complete any part of the application process, please reach out for assistance.

For roles requiring access to technical data subject to export control regulations, ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. Employment is contingent upon obtaining any necessary export licenses or approvals.

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