Senior Manager of Data and Storage Reliability Engineering, ServiceNow

• Experience integrating AI into work processes, decision-making, or problem-solving, such as using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI’s potential impact on the function
• 10+ years of experience in database engineering, reliability engineering, distributed systems, platform engineering, infrastructure engineering, production engineering, or large-scale SaaS platform operations
• 4+ years of engineering leadership experience, including leading engineers and cross-functional or distributed teams
• Experience leading Reliability Engineering, Database Engineering, Platform Engineering, Infrastructure Engineering, Production Engineering, Performance Engineering, or related technical teams
• Strong expertise in database technologies, operating system performance, distributed systems, cloud-native architectures, and large-scale production environments
• A solid understanding of reliability engineering, observability, diagnostics, root cause analysis, capacity planning, scalability engineering, resiliency, automation, and operational excellence
• Experience translating production insights, customer escalations, incident learnings, platform telemetry, and recurring operational challenges into prioritised engineering work
• Experience designing and improving observability, diagnostics, reliability reviews, migration readiness checks, resiliency validation, automation, and engineering guardrails
• Strong understanding of tuning and troubleshooting across database, operating system, storage, network, and application layers
• Proven experience identifying and resolving complex reliability, scalability, performance, efficiency, and operational bottlenecks in large-scale distributed environments
• Experience leading customer-critical investigations involving reliability, capacity, performance, scalability, resilience, or operational risk challenges
• Experience using observability and telemetry platforms to analyse system behaviour and drive platform improvements
• Experience partnering with software engineering, infrastructure, production operations, and escalation organisations to improve platform reliability, scalability, efficiency, and production readiness
• Experience driving engineering initiatives through data, metrics, incident learnings, telemetry, benchmarking, and measurable outcomes
• Strong communication, stakeholder management, and leadership skills
• A bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience

Desirable

• ServiceNow is seeking an experienced Senior Manager for its Data and Storage Reliability Engineering team
• Drive engineering excellence across prevention engineering, reliability engineering, observability, incident learnings, diagnostics, automation, capacity planning, and platform risk reduction
• Lead a team of highly skilled engineers responsible for scalability, resiliency, and operational excellence
• Answer ‘yes’ to the questions in the posting? Apply to discuss the role, your skills, and your experience
• Define and execute the team-level strategy for prevention engineering, reliability, observability, resilience, and operational risk reduction across large-scale production environments
• Lead initiatives that turn production signals, incident learnings, customer escalations, migration outcomes, and platform telemetry into durable engineering improvements
• Partner with SWAT and Customer and Production Engineering to establish a continuous feedback loop between production operations and platform improvement
• Drive improvements in observability, diagnostics, automation, reliability reviews, resiliency validation, migration readiness, and engineering guardrails
• Identify recurring failure patterns, reliability risks, observability gaps, operational inefficiencies, scalability constraints, and performance bottlenecks, and drive action to reduce future customer impact
• Establish reliability, resilience, observability, automation, and prevention goals for critical database and storage services
• Champion proactive monitoring, production analytics, and automation to improve operational health and reduce repetitive manual work
• Lead deep root cause analysis and ensure sustainable corrective actions are implemented for recurring issues and customer-impacting events
• Partner with engineering leaders to influence database, storage, reliability, observability, and platform architecture priorities based on production evidence
• Build and develop a world-class team of reliability, prevention, observability, and platform engineers
• Own team management, recruitment, career development, objective setting, project prioritisation, onboarding, and performance reviews
• Manage an engineering team that supports production-facing work, including on-call or escalation participation where required
• Promote automation, self-service diagnostics, guardrails, and scalable engineering practices to reduce repetitive manual activities
• Drive initiatives with partner teams to improve the reliability, resilience, scalability, and operational efficiency of the ServiceNow application and platform
• Participate in the escalation and crisis management ecosystem, converting immediate recovery learnings into sustainable engineering prevention
• Analyse and evaluate existing processes to drive continuous improvement, operational efficiency, and prevention-oriented engineering practices
• Provide training, documentation, dashboards, playbooks, and support to partner teams that interface with the Data and Storage Reliability Engineering team
• Onboard new hires, technologies, systems, and automations into the team to enable successful execution and scale