Senior Reliability Engineer

ServiceNow is seeking a Senior Reliability Engineer to lead infrastructure and reliability initiatives for its identity security platform. The role focuses on scalable cloud infrastructure, incident response, automation, compliance, and technical leadership across engineering teams and enterprise customers.

Responsibilities:

• Lead enterprise-wide reliability and infrastructure projects across multiple teams with high autonomy
• Navigate ambiguous problem spaces and deliver innovative solutions under tight deadlines
• Architect and deploy solutions for Cloud Prem and SaaS customers at scale
• Drive technical innovation and establish SRE best practices across the organization
• Respond to critical incidents, lead root cause analysis, and implement long-term resolutions
• Develop automation solutions to streamline operations and reduce manual workload
• Participate in on-call rotation and ensure effective incident handoff and documentation
• Lead compliance-focused infrastructure initiatives and partner with Security teams on control implementation across cloud environments
• Partner with Engineering, Product, and Customer Success teams to align reliability goals with business objectives
• Communicate complex technical concepts effectively to technical and non-technical audiences, including executives
• Influence technical decisions across teams through thought leadership and demonstrated expertise
• Build consensus and drive adoption of new tools, processes, and architectural patterns
• Provide tier 2/3 technical support to enterprise customers for complex troubleshooting
• Work directly with customer technical teams to resolve deployment, configuration, and integration challenges
• Conduct technical onboarding and provide expert guidance on platform architecture and best practices
• Create customer-facing documentation, troubleshooting guides, and run-books
• Lead customer calls and technical discussions as a trusted advisor
• Mentor SRE and engineering team members, elevating technical capabilities
• Foster a culture of reliability, operational excellence, and continuous improvement

Requirements:

• US Citizenship Required
• BS degree in Computer Science or related field (or equivalent practical experience)
• 7+ years in Site Reliability Engineering, DevOps, or Infrastructure Engineering
• Proven track record leading large-scale, cross-team infrastructure projects from conception to production
• Demonstrated ability to work autonomously on ambiguous projects with tight deadlines
• Hands-on experience with major compliance frameworks (SOC 1/2, ISO 27001, FedRAMP Moderate/High) including infrastructure automation for control implementation and continuous audit evidence collection
• 5+ years with AWS (VPC, EC2, RDS, EKS, CloudFormation) and cloud automation
• Expert-level experience with Kubernetes, Helm, Linux, and Terraform
• Strong experience with GitOps model, distributed version control, and CI/CD pipelines
• Proficiency with monitoring tools (Prometheus, Grafana, DataDog)
• Strong programming/scripting skills (Python, Go, Bash) for automation and reading codes
• Deep understanding of distributed systems, microservices, and reliability patterns
• Experience implementing compliance-as-code patterns and automated compliance scanning/remediation
• Exceptional ability to articulate complex technical concepts to diverse audiences
• Track record of driving technical change across organizational boundaries
• Successfully delivered multiple complex projects under tight deadlines
• Strong customer service orientation with patience and empathy
• Thrives in ambiguous environments and makes progress without perfect information
• Hands-on, "can do" attitude with bias for action
• Low ego and high intellectual curiosity
• Self-motivated with strong ownership mentality
• Comfortable managing ambiguity in regulatory environments and compliance requirements
• Experience with Bazel and CueLang a plus