[Hiring] Staff Site Reliability Engineer @ServiceNow

Role Description

As a Staff Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will provide senior technical leadership for the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services.

In addition to personally solving complex production problems, you will provide technical leadership across systems, services, and engineering teams. You will take ownership of ambiguous, multi-system reliability problems, influence technical architecture and operational standards, lead significant engineering and automation initiatives, and help other engineers solve difficult problems.

The Staff Site Reliability Engineer is an individual-contributor technical leadership role. Success is measured not only by the problems you personally solve, but by your ability to improve the reliability and operability of the broader environment, influence technical direction, reduce systemic operational risk, and increase the effectiveness of other engineers and partner teams.

Canada Protected B Eligibility

• Successful completion of a Government of Canada Reliability Status screening as a condition of employment.
• Screening process requires 5 years of verifiable background history, including identity verification, education verification, a criminal record check, and a credit check.
• Candidates must be eligible to obtain and maintain Reliability Status, generally requiring Canadian citizenship or Canadian permanent resident status.
• Employment is contingent upon successful completion and maintenance of the required screening.

Work Schedule

• This position is part of a 24x5 Site Reliability Engineering operation supporting the Canada Protected B regulated environment.
• Engineers will be assigned to a fixed day, swing, or overnight shift designed to provide continuous operational coverage Monday through Friday.
• Each shift includes eight hours of scheduled work and a one-hour unpaid meal period.
• Adjacent shifts overlap by one hour to enable structured warm handovers, continuity of active incident response, and transfer of operational context.
• Day Shift: 7:00 AM - 4:00 PM ET
• Swing Shift: 3:00 PM - 12:00 AM ET
• Overnight Shift: 11:00 PM - 8:00 AM ET
• Shift assignments and schedules may be adjusted based on operational coverage requirements.
• Meal periods will be scheduled outside the warm-handover window and coordinated to maintain operational coverage.

What you get to do in this role

• Provide technical leadership during complex, high-impact production incidents spanning multiple services, systems, or technology domains.
• Lead technical Root Cause Analysis (RCA) for significant or complex incidents and drive systemic corrective and preventative actions across services and teams.
• Identify recurring and systemic reliability risks and lead engineering initiatives that address their underlying technical causes.
• Lead cross-functional reliability initiatives involving SRE, application engineering, infrastructure, networking, database, cloud, and security teams.
• Influence technical architecture and engineering approaches for reliability, scalability, automation, observability, operational readiness, and production supportability.
• Design and lead automation initiatives that eliminate significant sources of operational toil and create scalable, reusable solutions across services or environments.
• Develop and guide operational tooling and automation using Bash, Python, and/or JavaScript, including reusable tools and frameworks that improve the effectiveness of other engineers.
• Provide deep technical leadership across Linux, Google Cloud Platform, Kubernetes, networking, databases, configuration management, and distributed production systems.
• Design and improve infrastructure and configuration automation using Ansible and Puppet, scripting, APIs, and related infrastructure-management technologies.
• Lead the operation, troubleshooting, and reliability improvement of Kubernetes and containerized production environments.
• Lead complex database troubleshooting, performance, and reliability improvements, particularly for PostgreSQL environments; MariaDB/MySQL experience is also applicable.
• Establish and promote effective Git-based engineering practices for infrastructure, configuration, and automation code.
• Diagnose complex network and distributed-system issues involving TCP/IP, DNS, IP addressing, routing, load balancing, connectivity, and network security technologies.
• Drive improvements to monitoring, observability, service health, and operational readiness across multiple systems and services.
• Evaluate proposed technical designs for reliability, scalability, failure modes, and operational risks and influence engineering decisions before systems reach production.
• Establish, improve, and promote SRE engineering practices and operational standards across teams.
• Mentor engineers through technical problem solving, incident response, design reviews, automation, troubleshooting, and reliability engineering practices.
• Communicate complex technical issues, engineering decisions, systemic risks, and recommendations clearly to engineering teams, stakeholders, and leadership.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 8+ years Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related technical field; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent/relevant engineering work experience.
• Extensive experience administering, troubleshooting, and engineering Linux-based production environments at scale.
• Advanced scripting and automation experience using Bash, Python, and/or JavaScript.
• Significant experience engineering and operating cloud infrastructure, with Google Cloud Platform (GCP) preferred.
• Strong hands-on experience designing and implementing infrastructure and configuration management automation using Ansible and Puppet.
• Strong experience operating, troubleshooting, designing, and improving Kubernetes and containerized production environments.
• Strong command of Git-based engineering workflows.
• Deep database administration, performance, and troubleshooting experience, preferably with PostgreSQL.
• Advanced networking knowledge, including TCP/IP, DNS, IP addressing, routing, load balancing, connectivity troubleshooting, and network security concepts.
• Significant experience leading major incident management and Root Cause Analysis.
• Deep experience with monitoring and observability across applications, services, infrastructure, databases, and networks.
• Demonstrated ability to lead complex technical initiatives spanning multiple systems, technology domains, or engineering teams.
• Demonstrated ability to solve ambiguous, cross-domain technical problems.
• Demonstrated ability to influence technical architecture, engineering practices, reliability standards, and operational design.
• Experience mentoring engineers and raising the technical effectiveness of the broader engineering organization.
• Excellent written and verbal communication skills.

Benefits

• Base pay of $125,450 - $175,450, plus equity (when applicable), variable/incentive compensation and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Health plans, including flexible spending accounts, ESPP, matching donations, a flexible time away plan and family leave programs.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.