Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
ServiceNow is seeking an experienced individual to lead our Automation Operations and DevOps team. This is a team of software engineers with a broad set of expertise to provide resolution to automation issues identified in our cloud. The supported automation stack is vital for the scalability and operation of our Cloud. It provides customers with quick and accurate resolution to their requests associated with their instances while also elegantly managing Cloud resources at scale.
The Tools, Automation & Engineering-DevOps team operates 24/7/365, providing dedicated coverage in multiple geographies. They monitor the health of our cloud, providing value-added troubleshooting and outage management across all automation issues. The team serves as the front line of automation support through incident response and mitigation, providing world-class service to our cloud customer base. The team is responsible for the continued high availability and reliability of our automation platform and associated workflows.
The candidate will be responsible for developing requirements, workflows, tools, automation and communications pertaining to the DevOps. Candidates must maintain professional communications with external teams to ensure timely restoration of services and the continuous improvement of the services.
What you get to do in this role:
Reporting to the Sr Director of Tools, Automation & Engineering team (TEA), the successful candidate ensures the availability and reliability of our automation stack. The TEA-DevOps Director provides the DevOps team with direct management and incident leadership, including prioritization of all efforts related to projects, tasks and goals. In addition, the Director will lead continuous improvement activity and drive the continuing development of the team and individuals within the team.
Team Management:
The successful candidate will directly manage the global TEA-DevOps team of over 40 engineers across the globe. They will be responsible for the recruitment and ongoing development of them, and the services they deliver. Duties include performance reviews, objective setting, work prioritization and overseeing all staff activity including tasks, projects, and goals. In addition, this role establishes career paths and implements training programs as required.
This position is responsible for all incidents and escalations as it pertains to the TEA teams and the associated process and workflows with particular focus on maintaining the performance and availability of the supported environments. The candidate will participate in the continued development and execution of Incident and Alert escalation processes including Incident, Problem, Configuration, and Change management.
The role is accountable for effectively onboarding and preparing all TEA Engineers for new technology, systems and automation that will be supported or used by the team and the wide Global Cloud Operations team in the Automation and workflow space.
The successful candidate will bring a DevOps and engineering mentality to the teams and will drive the team towards automated solutions to manual and repetitive tasks.
Process and Procedures:
The successful candidate will ensure appropriate rigor, discipline, consistency and predictability are applied across the entire organization with respect to how changes are scheduled, executed and measured.
They will analyze current procedures and processes and drive continuous improvements efforts to ensure the DevOps provides a quality service across all functional areas. This will include the setting up and continuous monitoring of KPIs and metrics pertaining to individual and team performance.
They will also provide documentation and training to internal departments to facilitate day-to-day operations throughout the company and define, share and deliver insightful analysis across all metrics for the Operations teams.
Qualifications
To be successful in this role you have:
- 10+ years experience in hands-on operations in a technical setting, with a responsibility for personnel management, managing Operations with a thorough understanding of operational process, ServiceNow application, underlying technology and development process.
- Strong understanding or experience of operating in Cloud Operations as it pertains to Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (IaaS).
- Strong working knowledge of operating in a follow-the-sun operational model, including geographic knowledge, talent acquisition, cultural dynamics, and cross-shift handovers and communications.
- Comprehensive knowledge of principles, methods, and techniques used across ITIL processes, preferably ITIL v3.
- Outstanding communication skills, both written and verbal, and very strong interpersonal skills.
- A working understanding of the technology associated with operating a service or platform in the cloud, including data center, networking, application and relational databases.
- Attention to detail and the ability to work independently and lead a team.
- Bachelor's degree in Computer Science or Information Systems or equivalent technical discipline, or similar work experience.
- Director-level experience within a Site Reliability and or DevOps environment would be highly advantageous.
- Strong problem-solving and analytical skills with an aptitude for learning new technologies.
Additional Desired Skills:
- Experience with ServiceNow platform, scripting, tuning, troubleshooting is highly preferred.
- Scripting: basic shell scripting, Python, Javascript.
- Solid understanding and experience with databases mainly Postgres / Mysql / MARIADB (and Oracle).
- Solid understanding of schemas, tablespaces, indexing, and database performance optimization.
- Familiarity or knowledge of CentOS/RedHat operating system (admin/root level).
- Demonstrated experience leading individual projects, including scheduling and reporting.
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