About the position
This position will include supporting our US Public Sector customers. 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. This is a Flexible position based in our Orlando, Florida office. Our Flexible work persona requires a minimum of 2 days per week in the office. In addition, this position requires shifts that cover weekend days. The ServiceNow PSE (Production Service Engineering) team is a group of highly technical engineers who are tasked with maintaining and supporting the reliability, scalability and performance of the automations and platform to manage the ServiceNow cloud infrastructure. Our engineers are empowered to drive technical resolutions across the technology stack of the cloud infrastructure and instance automations. They are also tasked with driving forward the operability and reliability of the automations to drive down the number of incidents and to reduce MTTR. To accomplish this our engineers, combine solid analysis and troubleshooting skills, software development, networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.
Responsibilities
- Team management, career development, project prioritization and performance review.
- Drive a culture of intolerance to manual activities that promotes automation efforts.
- Drive initiatives with partner teams to improve the reliability of the infrastructure.
- Act as a crisis manager to orchestrate actions towards sustainable solutions.
- Analysis and evaluation of existing processes to drive continuous improvement and efficiencies.
- Provide training and support to partner teams that interface with SRE.
- Onboarding of new hires to enable their success in their roles.
- Onboarding of new technologies, systems and automations into the team.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 5+ years of experience in managing technical operations teams such as Production Support, System Administration, or SRE.
- Experience in cloud infrastructure including hardware platforms, OS, virtualization, public cloud (Azure, AWS, GCP), web applications and databases.
- Good knowledge of Linux systems.
- Understanding of Networking services and protocols - Routing, Load Balancing, DNS, SNMP, HTTPS, TCP/IP, etc.
- Working knowledge in one or more of the databases - Postgres, MySQL, Maria DB, Oracle.
- Experience in using Splunk for analysis and reporting.
- Hands-on skills in troubleshooting, analysis and problem-solving.
- Agile methodologies and software development experience.
- Metric-driven mindset.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Experience in hiring, building and managing teams, demonstrating strong people management skills.
