Staff Site Reliability Engineer, Canada Protected B

Role Overview:

As a Staff Site Reliability Engineer supporting our Canada Protected B regulated cloud environment you will provide senior technical leadership for the reliability availability scalability security and performance of critical cloud infrastructure and services.

In addition to personally solving complex production problems you will provide technical leadership across systems services and engineering teams. You will take ownership of ambiguous multi-system reliability problems influence technical architecture and operational standards lead significant engineering and automation initiatives and help other engineers solve difficult problems.

The Staff Site Reliability Engineer is an individual-contributor technical leadership role. Success is measured not only by the problems you personally solve but by your ability to improve the reliability and operability of the broader environment influence technical direction reduce systemic operational risk and increase the effectiveness of other engineers and partner teams.

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:

• Provide technical leadership during complex high-impact production incidents spanning multiple services systems or technology domains.
• Lead technical Root Cause Analysis (RCA) for significant or complex incidents and drive systemic corrective and preventative actions across services and teams.
• Identify recurring and systemic reliability risks and lead engineering initiatives that address their underlying technical causes.
• Lead cross-functional reliability initiatives involving SRE application engineering infrastructure networking database cloud and security teams.
• Influence technical architecture and engineering approaches for reliability scalability automation observability operational readiness and production supportability.
• Design and lead automation initiatives that eliminate significant sources of operational toil and create scalable reusable solutions across services or environments.
• Develop and guide operational tooling and automation using Bash Python and/or JavaScript including reusable tools and frameworks that improve the effectiveness of other engineers.
• Provide deep technical leadership across Linux Google Cloud Platform Kubernetes networking databases configuration management and distributed production systems.
• Design and improve infrastructure and configuration automation using Ansible and Puppet scripting APIs and related infrastructure-management technologies.
• Lead the operation troubleshooting and reliability improvement of Kubernetes and containerized production environments.
• Lead complex database troubleshooting performance and reliability improvements particularly for PostgreSQL environments; MariaDB/MySQL experience is also applicable.
• Establish and promote effective Git-based engineering practices for infrastructure configuration and automation code.
• Diagnose complex network and distributed-system issues involving TCP/IP DNS IP addressing routing load balancing connectivity and network security technologies.
• Drive improvements to monitoring observability service health and operational readiness across multiple systems and services.
• Evaluate proposed technical designs for reliability scalability failure modes and operational risks and influence engineering decisions before systems reach production.
• Establish improve and promote SRE engineering practices and operational standards across teams.
• Mentor engineers through technical problem solving incident response design reviews automation troubleshooting and reliability engineering practices.
• Communicate complex technical issues engineering decisions systemic risks and recommendations clearly to engineering teams stakeholders and leadership.

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.
• 8 years Bachelors degree in Computer Science Computer Engineering Information Systems or a related technical field; or 6 years and a Masters degree; or a PhD with 3 years experience; or equivalent/relevant engineering work experience with demonstrated ability to independently own and resolve complex production and reliability problems.
• Extensive experience administering troubleshooting and engineering Linux-based production environments at scale.
• Advanced scripting and automation experience using Bash Python and/or JavaScript including designing reusable automation and engineering solutions leveraged by other engineers or teams.
• Significant experience engineering and operating cloud infrastructure with Google Cloud Platform (GCP) preferred.
• Strong hands-on experience designing and implementing infrastructure and configuration management automation using Ansible and Puppet.
• Strong experience operating troubleshooting designing and improving Kubernetes and containerized production environments.
• Strong command of Git-based engineering workflows including source-controlled infrastructure configuration and automation.
• Deep database administration performance and troubleshooting experience preferably with PostgreSQL; MariaDB/MySQL expertise is also applicable.
• Advanced networking knowledge including TCP/IP DNS IP addressing routing load balancing connectivity troubleshooting and network security concepts.
• Significant experience leading major incident management and Root Cause Analysis including driving systemic corrective actions and preventative engineering work.
• Deep experience with monitoring and observability across applications services infrastructure databases and networks.
• Demonstrated ability to lead complex technical initiatives spanning multiple systems technology domains or engineering teams.
• Demonstrated ability to solve ambiguous cross-domain technical problems where the solution is not already defined.
• Demonstrated ability to influence technical architecture engineering practices reliability standards and operational design beyond an individual service or system.
• Experience mentoring engineers and raising the technical effectiveness of the broader engineering organization.
• Excellent written and verbal communication skills including the ability to clearly communicate complex technical decisions tradeoffs and risks to engineering teams and leadership.

This posting is for a new vacancy.

For positions in this location we offer a base pay of $125450 - $175450 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