Technical Lead, Services Reliability And Management

Summary

Join ServiceNow's Digital Technology team as a technology expert leading and coordinating Services Management operations and support for deployed microservices. This hands-on role requires overseeing high-performance support, collaborating with internal departments, proactively monitoring and troubleshooting service performance, and analyzing incidents to identify root causes. You will also be responsible for communicating operational metrics, leading and mentoring a team of engineers, defining best practices, and staying updated on industry trends. The ideal candidate possesses extensive experience in microservices architecture and support, proficiency in Java/Python, and expertise in containerization, APIs, databases, and cloud platforms. This position offers the opportunity to work with cutting-edge technologies and contribute to a dynamic and innovative team.

Requirements

• 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 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 is essential
• 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

Responsibilities

• 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 any 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

Benefits

Work Personas (flexible, remote, or required in office)