Senior Site Reliability Engineer, Canada Protected B

Role Overview:

As a Senior Site Reliability Engineer supporting our Canada Protected B regulated cloud environment you will help ensure the reliability availability scalability security and performance of critical cloud infrastructure and services.

You will work across the technology stack including operating systems cloud infrastructure networking containers databases observability and application services. You will independently troubleshoot complex production problems participate in incident response identify root causes and engineer sustainable solutions that prevent recurrence.

A key part of this role is improving the operability of the environment by eliminating repetitive manual work through automation strengthening monitoring and observability and continuously improving service reliability.

Canada Protected B Eligibility:

This role supports a Canadian regulated cloud environment and requires the employee to perform their duties while physically located in Canada.

Candidates must meet applicable Government of Canada personnel security screening requirements including the ability to obtain and maintain the personnel security status required for the role. Access to Protected B information assets or systems requires Reliability Status.

Work Schedule:

This position is part of a 24x5 Site Reliability Engineering operation supporting the Canada Protected B regulated environment. Engineers will be assigned to a fixed day swing or overnight shift designed to provide continuous operational coverage Monday through Friday.

Each shift includes eight hours of scheduled work and a one-hour unpaid meal period. Adjacent shifts overlap by one hour to enable structured warm handovers continuity of active incident response and transfer of operational context.

• Day Shift: 7:00 AM - 4:00 PM ET
• Swing Shift: 3:00 PM - 12:00 AM ET
• Overnight Shift: 11:00 PM - 8:00 AM ET

Shift assignments and schedules may be adjusted based on operational coverage requirements. Meal periods will be scheduled outside the warm-handover window and coordinated to maintain operational coverage.

What you get to do in this role:

• Independently troubleshoot and resolve complex production issues across infrastructure application database network container and cloud layers.
• Participate in and where appropriate lead incident management activities including diagnosis mitigation service recovery and technical coordination during production incidents.
• Lead or contribute to Root Cause Analysis (RCA) and translate lessons learned into corrective and preventative engineering work.
• Develop sustainable solutions that prevent recurring incidents rather than relying on repeated manual intervention.
• Develop scripts and operational tooling using Bash Python and/or JavaScript to automate repetitive activities and improve operational consistency.
• Build and maintain infrastructure and configuration automation using Ansible and Puppet.
• Administer operate and troubleshoot Linux-based production systems at scale.
• Work with cloud infrastructure and services with Google Cloud Platform (GCP) preferred.
• Operate and troubleshoot Kubernetes environments and containerized workloads.
• Administer troubleshoot and performance-tune relational database technologies preferably PostgreSQL; MariaDB/MySQL experience is also applicable.
• Use Git and source-control-based engineering workflows to develop review test and maintain infrastructure and automation code.
• Troubleshoot network-related issues using strong knowledge of TCP/IP DNS IP addressing routing load balancing connectivity and network security concepts.
• Use monitoring logging metrics tracing and other observability capabilities to identify production problems and improve system reliability.
• Collaborate with application engineering infrastructure networking security database and other SRE teams to resolve issues and improve service reliability.
• Identify repetitive operational work and develop automation that reduces toil improves consistency and reduces operational risk.
• Participate in design and operational-readiness reviews and identify reliability supportability and operational concerns before changes reach production.
• Share technical knowledge troubleshooting approaches and operational best practices with other engineers.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 5 years with a Bachelors degree in Computer Science Computer Engineering Information Systems or a related technical field or 3 years and a Masters degree; or a PhD without experience; or equivalent/relevant engineering work experience with demonstrated ability to independently own and resolve complex production and reliability problems.
• Strong production experience administering and troubleshooting Linux operating systems.
• Strong scripting and automation experience using Bash Python and/or JavaScript including developing maintainable automation rather than only executing existing scripts.
• Hands-on experience with cloud infrastructure with Google Cloud Platform (GCP) preferred.
• Hands-on configuration management and automation experience using Ansible and Puppet.
• Practical experience operating and troubleshooting Kubernetes production environments.
• Strong working knowledge of Git and source-control-based software and infrastructure engineering workflows.
• Strong database administration performance and troubleshooting experience preferably with PostgreSQL; MariaDB/MySQL experience is also applicable.
• Strong networking knowledge including TCP/IP DNS IP addressing routing load balancing connectivity troubleshooting and network security concepts.
• Experience supporting production services through incident management including diagnosis mitigation recovery and technical Root Cause Analysis.
• Experience with monitoring and observability of applications infrastructure services databases and networks at scale.
• Ability to independently analyze complex operational problems and determine appropriate technical solutions.
• Strong analytical troubleshooting written communication and collaboration skills.

This posting is for a new vacancy.

For positions in this location we offer a base pay of $102050 - $152050 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts ESPP matching donations a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

No

Employment Type :

Full-time