Shift Manager, Site Reliability Engineering (Federal team)

Company Description
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.
Job Description
Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Australian citizens currently residing in Australia for at least the past 3 years will be considered.
The Team
Our Site Reliability Engineering (SRE) team consists of highly skilled engineers responsible for maintaining and enhancing the reliability, scalability, and performance of the ServiceNow infrastructure. Our SRE's are empowered to resolve technical issues across the entire technology stack, from hardware to applications. Additionally, they work to improve the platform's operability, aiming to reduce the number of incidents and minimize Mean Time to Recovery (MTTR).
To achieve this, the team combines software development, networking, database, and systems engineering skills to tackle complex problems, striving to maintain our platform operating for our customers.
The Role
As a Shift Manager, Site Reliability Engineering - Federal - 3rd Shift* at ServiceNow, you'll lead a team of SREs focused on ensuring the reliability and availability of critical enterprise platforms/applications, with a focus on federal sector clients, and driving automation and continuous improvement.
*The expected workdays /hours for the shift manager are Mon-Fri, from 11PM. 38 hours per week.
Let's go over some questions to see if you are the right candidate:

• Do you have a technical background in roles such systems engineering, systems administrator, or DevOps?
• Are you proficient in troubleshooting and diagnosing operating systems, and diverse aspects of the technology stack?
• Do you dislike repetitive tasks and prefer to automate your work?
• Do you have experience leading a diverse team of engineers and managing people?

If you answer 'yes' to these questions, we want to hear from you. Click the Apply button, and let's discuss the role, your skills, and experiences.
What you get to do in this role

• Team leadership. Mentor, and develop a team of SRE engineers, manage career development, project prioritization and performance review.
• Drive initiatives to automate operational processes, reduce manual tasks, and improve overall efficiency.
• Work with other engineering teams, product managers, and stakeholders to ensure alignment, and improve the reliability of the infrastructure.
• Orchestrate actions during incidents and outages to ensure swift resolution and minimize impact and take actions towards sustainable solutions.
• Analyse and evaluate existing processes to identify areas for improvement and implement best practices.
• 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, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Hands-on technical skills in Linux, databases, systems and coding.
• 2+ years of experience in a team leadership or management role.
• 6+ years of experience with 24x7 cloud operations, and geographically distributed infrastructure.
• Experience with design and implementation of monitoring solutions for large and scalable environments.
• Experience working in software, platform, and infrastructure delivered as a service.
• Knowledge of principles and methods involving ITIL v3.
• Outstanding interpersonal skills and strong communication skills, both written and verbal.
• Uncompromising attention to detail.
• Bachelor's degree in Computing Science or related technical field, or equivalent work experience.

The following are not a must for this role, but please highlight them on your resume if you have:

• RHCE, CCNA, ITIL, Azure, or other industry certifications
• Master's degree in a technical field

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional 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 [email protected] 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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