[Hiring] Director, Data & Storage Reliability Engineering @ServiceNow

Role Description

The successful candidate will lead the Data & Storage Reliability Engineering organization responsible for improving reliability, resilience, performance, scalability, observability, and customer experience across ServiceNow's database, storage, and supporting platform infrastructure.

• Build, develop, and scale high-performing engineering teams focused on:
  • Reliability engineering
  • Observability
  • Performance engineering
  • Diagnostics
  • Automation
  • Production analytics
  • Migration readiness
  • Resilience engineering
  • Prevention engineering
• Responsibilities include:
  • Talent acquisition
  • Performance management
  • Career development
  • Succession planning
  • Objective setting
  • Coaching
  • Prioritization of strategic initiatives
• Establish a strong engineering-first culture centered on:
  • Data-driven decision making
  • Continuous improvement
  • Operational excellence
  • Customer experience
  • Systemic risk reduction
• Accountable for identifying:
  • Recurring failure patterns
  • Reliability risks
  • Performance bottlenecks
  • Scalability constraints
  • Migration challenges
  • Operational inefficiencies
• Partner closely with:
  • Product Engineering
  • Database Engineering
  • Cloud Infrastructure
  • Architecture
  • Storage Engineering
  • Support
  • Operations teams
• Serve as the senior technical leader for:
  • Complex reliability investigations
  • Customer-critical escalation reviews
  • Migration readiness assessments
  • Platform improvement initiatives
• Influence architectural decisions and technology investments by providing:
  • Reliability expertise
  • Observability insights
  • Performance guidance
  • Production-based evidence
• Establish scalable reliability engineering practices, standards, governance processes, and operating models across the organization.
• Drive adoption of:
  • Observability standards
  • Reliability engineering frameworks
  • Resiliency assessments
  • Migration readiness practices
  • Diagnostics capabilities
  • Engineering guardrails
  • Automation strategies
• Continuously evaluate incidents, customer escalations, migration outcomes, platform telemetry, performance trends, capacity signals, and operational data to identify systemic risks and drive long-term engineering improvements.
• Establish a formal review process with SWAT and Customer & Production Engineering teams to evaluate major incidents, recurring operational challenges, migration learnings, customer-impacting events, and emerging platform risks.
• Establish meaningful KPIs and engineering metrics that provide visibility into:
  • Platform reliability
  • Resiliency
  • Performance
  • Operational efficiency
  • Customer experience
  • Engineering productivity
  • Risk reduction
• Leverage AI-powered tools, analytics, automation frameworks, and production intelligence to identify emerging risks, improve detection coverage, accelerate engineering insights, reduce operational toil, and improve engineering productivity.
• Maintain a portfolio of reliability investments spanning:
  • Observability
  • Performance
  • Diagnostics
  • Resilience
  • Automation
  • Prevention
• Champion a proactive reliability engineering model that shifts the organization from reactive issue response toward predictive analysis, prevention, resilience, and continuous optimization.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Strong product mindset with demonstrated experience treating technical capabilities as products.
• Experience translating production insights, customer pain points, operational challenges, reliability risks, and platform telemetry into prioritized engineering investments.
• Experience partnering closely with production operations, customer escalation teams, reliability organizations, and software engineering teams.
• Experience defining product strategies, developing roadmaps, prioritizing investments, and aligning stakeholders across multiple organizations.
• Experience operating a portfolio of engineering investments.
• 15+ years of experience in software engineering, platform engineering, reliability engineering, infrastructure engineering, database engineering, distributed systems, product management, or large-scale SaaS environments.
• 8+ years of engineering leadership experience, including leading managers and globally distributed teams.
• Extensive experience leading Reliability Engineering, Platform Engineering, Database Engineering, Infrastructure Engineering, Production Engineering, Performance Engineering, or related technical organizations.
• Deep expertise in distributed systems, databases, storage technologies, cloud infrastructure, and large-scale SaaS architectures.
• Strong understanding of reliability engineering principles, observability, scalability, resiliency, operational excellence, and performance engineering.
• Experience building and operating observability, telemetry, diagnostics, reliability, or performance capabilities at scale.
• Proven experience identifying systemic issues and converting operational insights into strategic engineering improvements.
• Experience partnering closely with Product Management organizations.
• Exceptional communication, stakeholder management, and leadership skills.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Requirements

• Previous Product Management experience in a platform, infrastructure, cloud, database, storage, or SaaS environment.
• Experience applying product management disciplines such as roadmap planning, prioritization, customer-centric thinking, outcome measurement, and portfolio management to engineering organizations.
• Experience operating large-scale enterprise database and storage platforms supporting mission-critical workloads.
• Experience building and scaling Reliability Engineering, Performance Engineering, Platform Engineering, SRE, or Production Engineering organizations.
• Experience with observability platforms, telemetry systems, diagnostics frameworks, and production analytics.
• Experience with migration readiness, resiliency validation, reliability testing, operational risk reduction, and large-scale cloud transformations.
• Experience leveraging AI technologies to improve anomaly detection, forecasting, incident analysis, prioritization, and engineering productivity.
• Strong understanding of distributed systems architecture, cloud platform operations, and hyperscale environments.
• Experience developing executive-facing reliability scorecards, engineering metrics, and business impact reporting.
• Experience influencing platform architecture, database strategy, storage strategy, and long-term engineering roadmaps.
• Experience with Linux-based production environments and large-scale cloud infrastructure.
• Experience supporting enterprise database technologies such as MySQL, MariaDB, PostgreSQL, Oracle, SQL Server, or cloud-native database platforms.
• Familiarity with ServiceNow platform architecture and large-scale SaaS operations.

Benefits

• Base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.