Senior Staff Operations Architecture Engineer - Site Reliability Engineering

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

Who is the Sr. Staff Operations Architecture Engineer? 

This is a highly visible and critical technical leader with the responsibility of defining and structuring the operational strategies that ServiceNow employs to provide high levels of service to our customers. We in OpsArch have a dual mandate to work on deep technical initiatives – like Kubernetes or GenAI – and the ideation, design, and architecture of tools and processes. You will be a key contributor in owning, defining and establishing an operational standards portfolio. This will be used to ensure production services have the needed focus across operability, observability, fault-tolerance, and recoverability. You will engage across the business with service engineering teams to ensure the standards defined are implemented and maintained, with a goal of reducing engineering toil and Mean-Time-To-Resolution (MTTR). 

We need technical leaders with experience designing large-scale operational frameworks and who are well-versed in defining operational architectures for ServiceNow’s planet-scale challenges. The role also requires a combination of technical and people skills as you will be working across a broad cross-section of engineers and service owners. Ability to clearly articulate challenges and issues to senior management is required. 

What do you get to do in this role:

• Provide strategic architecture leadership for Global Cloud Operations (GCO) by defining or evolving standards for observability, supportability, process, tools, and automation. This is with a view towards reducing engineering toil and MTTR. 
• Drive the review of proposed new functionality, tools, and services for architectural consistency and adherence to GCO standards. Provide direct feedback to service teams on how to optimize their designs for better operability. 
• Provide senior operational and technical leadership at appropriate architectural meetings and boards to ensure operational requirements are met and become part of service designs. This is a role that requires rigor in principles of high-quality operational service design along with enough real-world experience to navigate practical implementation trade-offs. 
• At times, be the point of contact for generic asks and work with functional teams to understand and provide solutions as needed. Ad-hoc technical and business asks are part of our work mandate. 
• Provide oversight of operational implementation teams to ensure appropriate architectural standards are implemented during build phases. Ensure feedback from those teams is incorporated into future standards. 

Qualifications

To be successful in this role you have:

• 8+ years of hands-on experience in architecting and engineering large-scale infrastructure solutions. Familiarity with design and operations of platforms and applications in areas such as scaling, observability, fault-tolerance, and operability required. 
• Experience defining and optimizing technology process design with a deep focus on productization and building scalable and highly available operational environments. 
• Deep experience in the creation and ongoing improvement of operational standards, ability to drive future reuse, and logical consistency of the customer experience. 
• 8+ years of experience in environments involving commercial software engineering, distributed systems architecture, infrastructure, hardware platforms, databases, web, and application servers. 
• Experience building strong cross-functional relationships that foster deep engagements across diverse organizations. Ability to work independently to form relationships and build consensus on deep technical issues. 
• Ability to represent and promote complex business or technical concepts both internally and externally. 
• Bachelor's/master's degree in computer science or related technical field, or equivalent practical experience. 

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an