Manager, Production Service Engineering - Federal

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
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:

• Lead and manage a team of Production Service Engineers providing mentorship, guidance and fostering a culture of continuous improvement.
• Participate in a collaborative global management team running 24x7 Follow-the-Sun operations.
• Manage the quarterly and annual planning, team objectives, individual goals, deliverables, hiring, development plans, and performance reviews.
• Monitor team performance using KPIs and dashboards. Identify opportunity for improvement and provide feedback.
• Prepare and communicate operational metrics both within the organization and to external stakeholders.
• Work across teams to build consensus and drive complex projects and issues to completion.
• Ensure day to day high priority issues are resolved thoroughly, with a strong customer-service mindset.
• Investigate, Support and Provide sustainable resolution to issues within our cloud infrastructure and application stack.
• Use your experience in software development, systems engineering and networking to proactively prevent repeatable issues.
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solutions.

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.
• 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.
• Hands-on skills in troubleshooting, analysis and problem-solving.
• Agile methodologies and software development experience.
• Experience in hiring, building and managing teams, demonstrating strong people management skills.
• 6+ years of experience in a technical operations team such as Production Support, System Administration, or SRE.
• Metric-driven mindset.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Nice to Have:

• Experience working with Container and Container Orchestration Platforms (Docker, Kubernetes).
• Experience developing on the ServiceNow Platform.
• Understanding of ITIL v3 framework and how it applies to incident, problem and change.

GCS-23
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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