Site Reliability Engineer
2 hours ago
Site Reliability Engineer (SRE) - ServiceNow, Application Infrastructure
The Application Infrastructure (AI) department is seeking a Site Reliability Engineer (SRE) to drive reliability engineering, operations, and customer support services for a ServiceNow SaaS implementation. Reporting to a Site Reliability Engineering & Operations Lead, this role involves delivering SRE practices within a global community of engineers.
The position focuses on implementing ServiceNow Software as a Service, which supports IT service management and integrates with technologies like chatbots, on-call escalation, incident management, SQL databases, APIs, and web infrastructure. This role combines development, process improvement, and production-side operational responsibilities, including occasional participation in on-call rotations.
We welcome candidates from diverse backgrounds, whether transitioning from development, infrastructure, or system administration, who are passionate about reliability and resilience principles.
Key Responsibilities:
- Optimize System Reliability:
- Drive improvements to maximize system availability and performance by automating operational tasks, developing tools, managing technical debt, and participating in architecture reviews.
- ServiceNow and Infrastructure Support:
- Troubleshoot ServiceNow issues and related on-premise capabilities in a Linux environment, collaborating to identify root causes and implement lasting improvements.
- Observability and Monitoring:
- Design and deliver solutions for metrics, logging, tracing, and alerting to measure and improve system reliability.
- On-Call Support:
- Participate in a global on-call rotation, ensuring dependability and responsiveness during agreed hours, with time-off in lieu for on-call duties.
- Documentation and Knowledge Sharing:
- Contribute to and maintain thorough documentation of the ServiceNow environment and its dependencies.
- Technical Debt Management:
- Identify and prioritize technical debt impacting client satisfaction and operational efficiency.
- Process Feedback:
- Provide input on policies and procedures to enhance SRE practices, operational efficiency, and system safety.
Required Skills:
- ServiceNow Expertise:
- Experience in ServiceNow administration or development (preferred but not mandatory; on-the-job training available).
- Programming Skills:
- Proficiency in at least one programming language (e.g., Python).
- Communication and Collaboration:
- Strong verbal and written communication skills, with the ability to build effective relationships with global teams.
- Problem Solving:
- Ability to respond to technical emergencies, troubleshoot effectively, and implement sustainable solutions.
- Teamwork and Dependability:
- A committed team player with a client-focused approach.
Preferred Skills:
- ServiceNow administration or development experience.
- Familiarity with Linux environments and operational troubleshooting.
- Knowledge of observability tools and techniques (metrics, logging, tracing).
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