Manager Production Service Engineering - Federal

Please Note:  This position will include supporting 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 taking a drug test. Any 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.

This is a Flexible position based in our Orlando Florida office.  Our Flexible work persona requires a minimum of 2 days per week in the office. 
In addition this position requires shifts that cover weekend days.

The ServiceNow PSE (Production Service Engineering) team is a group of highly technical engineers who are tasked with maintaining and supporting the reliability scalability and performance of the automations and platform to manage the ServiceNow cloud infrastructure.
Our engineers are empowered to drive technical resolutions across the technology stack of the cloud infrastructure and instance automations. They are also tasked with driving forward the operability and reliability of the automations to drive down the number of incidents and to reduce MTTR.
To accomplish this our engineers combine solid analysis and troubleshooting skills software development networking and systems engineering expertise with a strong desire to be challenged by problems of scale and complexity and to make services better for our customers.

What you get to do in this role:

• Team management career development project prioritization and performance review.
• Drive a culture of intolerance to manual activities that promotes automation efforts.
• Drive initiatives with partner teams to improve the reliability of the infrastructure.
• Act as a crisis manager to orchestrate actions towards sustainable solutions.
• Analysis and evaluation of existing processes to drive continuous improvement and efficiencies.
• Provide training and support to partner teams that interface with SRE.
• Onboarding of new hires to enable their success in their roles.
• Onboarding of new technologies systems and automations into the team.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
• 5 years of experience in managing technical operations teams such as Production Support System Administration or SRE.
• Experience in cloud infrastructure including hardware platforms OS virtualization public cloud (Azure AWS GCP) web applications and databases.
• Good knowledge of Linux systems.
• Understanding of Networking services and protocols Routing Load Balancing DNS SNMP HTTPS TCP/IP etc.
• Working knowledge in one or more of the databases Postgres MySQL Maria DB Oracle.
• Experience in using Splunk for analysis and reporting.
• Handson skills in troubleshooting analysis and problemsolving.
• Agile methodologies and software development experience.
• Metricdriven mindset.
• Ability to define problems collect data establish facts and draw valid conclusions.
• Experience in hiring building and managing teams demonstrating strong people management skills.

GCS23

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In 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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