Technical Duty Officer

This position reports to the Manager of Site Reliability Engineering: Technical Duty Officers in EMEA. ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

 

Who is the TDO?:

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow. We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters. We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organization hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role?:

·       Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.

·       Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.

·       Develop new solutions and build requirements for new procedures and automations and verify that these new services meet our needs before they are released to the production environment.

·       Drive organization-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.

·       Make operations more effective by continually training and mentoring the team on all aspects of the operational environment.

What should you know to be successful?

·       An in-depth understanding of the technology associated with operating a service or platform in the public or private cloud, including datacenters, systems, networks, web applications, and relational databases.

·       7 years of experience in linux enterprise service operations, SRE, or Systems Engineering.

·       Meticulous analytical skills to identify and understand the root cause of critical issues.

·       Excellent collaboration skills across diverse cross-functional teams

·       Familiarity with Networking technologies such as routing, switching, DNS, load balancing, and CDN is good to have

·       Working knowledge of BASH, Python, Perl or other scripting languages

·       Bachelor's degree in Computer Science or Information Systems or equivalent technical discipline, or similar work experience in an enterprise 24/7 production environment supporting critical, real-time applications.

Please note that visa sponsorship is not provided for this role. This role will require participation in on-call duties. More about this role:

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals with a strong aptitude will have an opportunity to grow their professional careers through working with some of the most advanced technology in the industry.

For the recruitment of this position, we are partnering with a single outsourced recruitment vendor who is based in this jurisdiction. This vendor will be responsible for managing your application and the recruitment process for this role, and as such, by applying for this job you are providing your consent that we will share your CV and contact information with them.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.