Technical Lead, Services Reliability & Management

Summary

Join ServiceNow as a technology expert to lead and coordinate Services Management operations and support for deployed microservices. Oversee high-performance support for microservices, collaborate with internal departments, and engage with peers to provide reliable support services. Proactively monitor and troubleshoot service performance, analyze incidents to identify root causes, and develop technical solutions. Prepare and communicate operational metrics, lead and mentor a team of engineers, define and rollout best practices, and stay updated with industry trends. This hands-on role requires experience in supporting mission-critical software solutions and excellent communication skills.

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
• Tasked with proactively monitoring and troubleshooting 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
• Responsible for preparing and communicating 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