[Hiring] Senior Site Reliability Engineer @Software Mind

Role Description

We are the AI Experience Framework team that builds the platform powering ServiceNow's AI-first user interfaces - an SSR runtime (karuna) built on Lit and server-rendered web components, running behind a multi-tier proxy/HTTP2 routing chain with sharded V8 isolate pools, paired with a ServiceNow Glide/Java platform layer (karuna-glide) that supplies metadata, ACLs, and service artifacts. This role owns production reliability for that stack end to end: Kubernetes deployment and operations, observability, and hands-on troubleshooting of both the Node.js and JVM sides of the system - not generalist infrastructure work.

Qualifications

• Production operations/SRE experience, including hands-on Kubernetes deployment, scaling, and incident response
• Direct operational experience troubleshooting Node.js in production: reading heap snapshots and CPU profiles, diagnosing event-loop blocking, and understanding process/worker isolation models (V8 isolates or equivalent sandboxing)
• Direct operational experience troubleshooting JVM-based services in production: GC log analysis, thread dump analysis, and JVM tuning
• Hands-on experience building and maintaining Prometheus alerting rules and Grafana dashboards from scratch, not just consuming existing ones
• Strong Linux/networking fundamentals: DNS, load balancing, TCP/HTTP semantics (including HTTP/2), and debugging service-to-service networking inside Kubernetes
• Experience with CI/CD and infrastructure-as-code for containerized deployments (Helm, GitOps tooling such as ArgoCD/Flux, or equivalent)
• Track record owning on-call rotations, writing runbooks, and driving postmortems that lead to real reliability improvements
• Experience with Splunk for log aggregation, search, and production troubleshooting
• Hands-on experience with in-memory caching systems (Valkey/Redis) in production — key design, TTL/eviction tuning, and tenant-scoped cache invalidation
• Experience managing service-to-service mTLS - certificate issuance, rotation, and format conversion (e.g., PKCS/BCFKS↔PEM) - plus JWT-based service authentication
• Very good spoken and written English

Requirements

• Own Kubernetes deployment and operational health for Framework services, including scaling, rollout/rollback strategy, and resource tuning
• Build and maintain production observability - Grafana dashboards and Prometheus alerting rules - across the SSR runtime and the Glide platform layer
• Diagnose and resolve Node.js production incidents: event-loop stalls, heap growth, V8 isolate exhaustion, and isolate-pool scheduling issues under concurrent versioned traffic (vN/vN-1)
• Diagnose and resolve JVM production incidents on the Glide/Java side: GC pressure, thread dumps, and platform-service latency
• Own incident response for the team: runbooks, on-call rotation, postmortems, and paging hygiene
• Drive CI/CD and infrastructure-as-code for Kubernetes manifests/Helm and deployment pipelines
• Partner with the framework engineering team to identify reliability gaps before they become incidents - capacity planning, load testing, chaos/failure-injection where useful
• Represent production reliability concerns in architecture reviews for new framework capabilities

Benefits

• Flexible employment and remote work
• International projects with leading global clients
• International business trips
• Non-corporate atmosphere
• Language classes
• Internal & external training
• Private healthcare and insurance
• Multisport card
• Well-being initiatives