Technical Lead, Services Reliability & Management

ServiceNow; West Palm Beach (FL); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Technical Lead to spearhead Services Management operations. This dynamic role involves overseeing microservices support, collaborating with diverse teams, and ensuring high availability of services. You will leverage your extensive experience in software delivery, particularly in Microservices architecture, to drive innovation and efficiency. Join a forward-thinking organization committed to transforming the workplace through AI-driven solutions and exceptional service. If you are passionate about technology and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 10+ years in software delivery focused on Microservices.
• Experience in AI integration and automation of workflows.

Responsibilities

• Oversee high-performance support for deployed microservices.
• Lead and mentor a team of engineers, fostering continuous improvement.

Skills

Microservices architecture

Java

Python

AI integration

Problem-solving

Communication skills

Tools

Docker

Kubernetes

RESTful APIs

SQL

NoSQL

Jenkins

GitLab CI

Kafka

RabbitMQ

Prometheus

Grafana

ELK stack

Splunk

Azure

Google Cloud

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. 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 focus on transformation, experience, AI-driven automation, innovation, and growth.

We aim to deliver delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. 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 seeking a technology expert to lead and coordinate Services Management operations and support for deployed microservices across various domains. This hands-on role involves understanding, resolving, and directing activities related to services support. The ideal 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 will do in this role:

• Oversee and ensure high-performance support for deployed microservices, including AI/ML, foundational, and integration services.
• Collaborate with internal departments to understand their business requirements and manage expectations effectively.
• Engage with peers across departments to understand critical needs and provide reliable support to enhance business efficiency.
• Proactively monitor and troubleshoot service performance to ensure high availability and reliability, minimizing potential business impact.
• Work with partner teams to gather details on service alerts.
• Analyze incidents to identify root causes and develop 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 implement best practices for technical support and operational activities.
• Stay updated with industry trends and technologies, advocating for their adoption where appropriate.

Qualifications for success in this role include:

• Experience integrating AI into workflows, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing insights, or exploring AI's 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 (Docker) and orchestration (Kubernetes).
• Deep understanding of RESTful APIs and API gateway technologies.
• Knowledge of SQL, NoSQL, and in-memory databases.
• Familiarity with CI/CD tools like Jenkins and GitLab CI.
• Experience with event-driven architectures and messaging systems like Kafka and RabbitMQ.
• Excellent problem-solving skills and critical thinking.
• Experience with cloud platforms such as Azure or Google Cloud.
• Experience with monitoring and logging tools like Prometheus, Grafana, ELK stack, or Splunk.
• Ability to define and implement key support and operational processes.
• Strong communication skills to articulate complex technical concepts to diverse stakeholders.
• Team leadership experience and a mindset that celebrates team successes and hard work.

#DTjobs

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

Equal Opportunity Employer

ServiceNow is committed to equal opportunity employment. All qualified applicants will be considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. 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 need accommodations or alternative application methods, please contact [email protected]

Export Control Regulations

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