Site Reliability Engineer

4 weeks ago

Montreal, Canada Soho Square Solutions Full time

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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