Technical Lead, Services Reliability & Management

ServiceNow; Charlotte (NC); Remote; USD 100,000 - 150,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen technischen Leiter, der die Betriebsabläufe und den Support für Microservices leitet. Diese Rolle erfordert fundierte Kenntnisse in Softwarelösungen, insbesondere in der Unterstützung von KI-gesteuerten Prozessen. Sie werden für die Überwachung der Serviceleistung, die Analyse von Vorfällen und die Führung eines Teams von Ingenieuren verantwortlich sein. Wenn Sie eine Leidenschaft für Technologie haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• 10+ Jahre Erfahrung in der Softwarebereitstellung mit Schwerpunkt auf Microservices.
• Starke Kenntnisse in Java und Python sowie Erfahrung mit Containerisierung.

Responsibilities

• Überwachung und Sicherstellung der hohen Leistung von bereitgestellten Microservices.
• Engagement mit verschiedenen Abteilungen zur Unterstützung von Geschäftsanforderungen.

Skills

Microservices architecture

Java

Python

AI integration

Problem-solving

Team leadership

Tools

Docker

Kubernetes

RESTful APIs

SQL

NoSQL

CI/CD tools

Prometheus

Grafana

ELK stack

Splunk

Job description

Technical Lead, Services Reliability & Management

• 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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them.

Role:

We are looking for a technology expert to lead and coordinate Services Management operations and support for deployed microservices across various domains. In this hands-on role, you will be responsible for understanding and resolving and/or directing activities related to services support. The successful candidate will have a proven background in supporting mission-critical software solutions, excellent communication skills, and a strong motivation to achieve results in a fast-paced environment.

What you get to do in this role:

• Oversee and ensure high-performance support for deployed microservices, including AI/ML, foundational, and integration services.
• Collaborate closely with different internal departments to understand their business requirements and manage expectations clearly.
• Engage with peers across various departments to comprehend their critical needs and provide reliable support services that enhance business efficiency.
• Proactively monitor and troubleshoot service performance, ensuring high availability and reliability to minimize potential business impact.
• Engage with partner teams to gather comprehensive details on service alerts.
• Analyze incidents thoroughly to identify root causes, develop, and implement technical solutions for resolution.
• Prepare and communicate operational metrics within the organization and to external stakeholders.
• Lead and mentor a team of engineers, fostering a culture of continuous improvement.
• Define and roll out best practices for technical support and operational activities.
• Stay updated with industry trends and technologies, advocating for their adoption where appropriate.

To be successful in this role you have:

• Experience in integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact.
• 10+ years of professional software delivery experience, focusing on Microservices architecture and support.
• Strong proficiency in Java and/or Python.
• Extensive experience with containerization technologies such as Docker and orchestration tools like Kubernetes.
• Deep understanding of RESTful APIs and API gateway technologies.
• Strong knowledge of SQL, NoSQL, and in-memory databases.
• Familiarity with CI/CD tools such as Jenkins and GitLab CI.
• Knowledge of event-driven architectures and messaging systems like Kafka and RabbitMQ.
• Excellent problem-solving skills and critical thinking abilities.
• Experience with cloud platforms such as Azure or Google Cloud.
• Experience with monitoring and logging tools such as Prometheus, Grafana, ELK stack, or Splunk.
• Proven experience in defining and implementing support and operational processes.
• Strong communication skills to articulate complex technical concepts to diverse audiences.
• Team leadership experience and a mindset of celebrating team successes and acknowledging contributions.

#DTjobs

We approach our distributed work environment with flexibility and trust. Work personas (flexible, remote, or in-office) are assigned based on the nature of the work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin, or other protected categories. Applicants with arrest or conviction records will also be considered in accordance with legal requirements.

Accommodations

We aim to create an accessible and inclusive application process. If you require accommodations, please contact [emailprotected] for assistance.

Export Control Regulations

Positions requiring access to controlled technology may require export approval. Employment is contingent upon obtaining necessary export licenses or approvals.