Director of Operations for Big Data and Monitoring

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered. 

The Director of Operations for Big Data and Monitoring will oversee the strategy, implementation, and continuous optimization of the organization's big data platforms and monitoring systems. This role is critical in ensuring the scalability, efficiency, and reliability of data infrastructure and monitoring processes, enabling data-driven decision-making across our cloud and sales operations. The ideal candidate will be a highly motivated leader with a deep understanding of big data architectures, monitoring systems, and operational excellence in a fast-paced, tech-driven environment.

Scope:

• Leadership & Strategy:
  • Develop and execute the overall strategy for big data operations and monitoring systems in alignment with organizational goals.
  • Lead a cross-functional team of engineers, analysts, and operational staff to ensure seamless data operations and high system availability.
  • Provide strategic insights and recommendations to improve data flow, storage, and processing, while maintaining security and compliance standards.
• Operational Excellence:
  • Oversee the design, deployment, and management of big data systems, including data lakes, data warehouses, and analytics platforms.
  • Ensure the integrity, performance, and uptime of critical monitoring systems for infrastructure, application, and service-level performance.
  • Implement automation and process improvements to streamline operations and enhance the scalability of data infrastructure.
• Monitoring & Incident Management:
  • Lead the operations of monitoring frameworks to proactively detect and address anomalies, performance issues, and system failures.
  • Ensure the timely response to incidents, outages, and performance bottlenecks by implementing robust alerting, root-cause analysis, and mitigation strategies.
  • Collaborate with cloud support organizations, DevOps, and engineering teams to ensure availability and accuracy of monitors and alerts.
• Data Governance & Compliance:
  • Implement best practices for data governance, ensuring that data is accessible, secure, and compliant with industry regulations.
  • Maintain strong controls over data access, retention, and compliance with applicable data privacy standards.
• Team Leadership & Development:
  • Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous improvement.
  • Create a clear career development path for team members, supporting their professional growth and skill advancement.
• Stakeholder Engagement:
  • Collaborate with senior leadership, business units, and key stakeholders to identify data-driven opportunities and optimize monitoring processes.
  • Ensure alignment between operations and business objectives, leveraging data insights to drive innovation and operational improvements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (Master’s degree preferred).
• 10+ years of experience in data operations, big data infrastructure, and monitoring, with at least 5 years in a leadership role.
• Expertise in big data technologies such as Hadoop, Spark, Kafka, and cloud-based data platforms (e.g., AWS, Azure, Google Cloud).
• Strong knowledge of monitoring and alerting tools such as Prometheus, Grafana, Datadog, Splunk, or similar.
• Proven ability to manage large-scale data operations, optimize performance, and ensure reliability in a high-growth environment.
• Strong leadership and communication skills, with the abili