Shift Manager, Site Reliability Engineering - Federal - 3rd Shift (Nights)

ServiceNow; San Diego (CA); Remote; USD 126,000 - 216,000; Full time

Job summary

ServiceNow is seeking a Shift Manager for Site Reliability Engineering to lead a team focused on ensuring the reliability of critical platforms for federal clients. This full-time role requires strong technical skills and leadership experience, with a compensation range of $126,700 to $215,400, plus benefits. The position offers flexible or remote work options.

Benefits

Health plans

401(k)

Flexible time off

Family leave programs

Qualifications

• At least 2 years in a team leadership or management role.
• Over 6 years of experience with 24x7 cloud operations.
• Experience designing monitoring solutions for large environments.

Responsibilities

• Lead, mentor, and develop a team of SRE engineers.
• Drive automation initiatives to streamline operational processes.
• Coordinate actions during incidents to ensure swift resolution.

Skills

Linux

Databases

Systems

Coding

Communication

Attention to detail

Education

Bachelor's degree in Computing Science or related field

Tools

ITIL v3

RHCE

CCNA

Azure

Job description

Shift Manager, Site Reliability Engineering - Federal - 3rd Shift (Nights)

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote

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. Join us as we pursue our purpose to make the world work better for everyone.

Please Note:This position will support 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 a drug test. 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.

Our Site Reliability Engineering (SRE) team consists of highly skilled engineers responsible for maintaining and enhancing the reliability, scalability, and performance of the ServiceNow infrastructure. Our SREs are empowered to resolve technical issues across the entire technology stack, from hardware to applications. They work to improve platform operability, reduce incidents, and minimize Mean Time to Recovery (MTTR). The team combines skills in software development, networking, databases, and systems engineering to address complex problems, ensuring platform availability for our customers.

As a Shift Manager, Site Reliability Engineering - Federal at ServiceNow, you'll lead a team of SREs focused on ensuring the reliability and availability of critical enterprise platforms/applications, especially for federal sector clients, and driving automation and continuous improvement.

Our 3rd shift Federal SRE Teams work four 10-hour days, with two teams: one for Sunday to Wednesday and another for Wednesday to Saturday. Work hours are 11 pm to 10 am Pacific Time.

What you will do in this role:

• Lead, mentor, and develop a team of SRE engineers; manage career development, project prioritization, and performance reviews.
• Drive automation initiatives to streamline operational processes, reduce manual tasks, and improve efficiency.
• Collaborate with other engineering teams, product managers, and stakeholders to ensure alignment and improve infrastructure reliability.
• Coordinate actions during incidents and outages to ensure swift resolution and minimize impact; implement sustainable solutions.
• Analyze existing processes to identify improvements and implement best practices.
• Provide training and support to partner teams interfacing with SRE.
• Onboard new hires to ensure their success.
• Integrate new technologies, systems, and automations into the team.

Requirements for success in this role:

• Hands-on technical skills in Linux, databases, systems, and coding.
• At least 2 years in a team leadership or management role.
• Over 6 years of experience with 24x7 cloud operations and distributed infrastructure.
• Experience designing and implementing monitoring solutions for large, scalable environments.
• Experience with software, platform, and infrastructure as a service.
• Knowledge of ITIL v3 principles and methods.
• Strong interpersonal and communication skills, both written and verbal.
• Attention to detail.
• Bachelor's degree in Computing Science or a related technical field, or equivalent work experience.

Optional but beneficial skills include:

• Certifications such as RHCE, CCNA, ITIL, Azure.
• Advanced degrees in technical fields.

Compensation for this role ranges from $126,700 to $215,400, plus equity, incentives, and benefits. Compensation varies based on location, qualifications, and experience. Benefits include health plans, 401(k), ESPP, donations matching, flexible time off, and family leave programs.

We value flexibility and trust in our distributed work environment. Work personas (flexible, remote, or on-site) are assigned based on job nature. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to diversity and inclusion. All qualified applicants will receive consideration regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. We consider applicants with arrest or conviction records in accordance with legal requirements.

Accommodations

We strive to provide an accessible and inclusive application process. If you require accommodations, contact [e-mail].

Export Control Regulations

Employment may be contingent on obtaining export control approvals for positions requiring access to controlled technology, per U.S. regulations. ServiceNow may need to secure export licenses for certain individuals.