Remote Staff Technical Duty Officer - Site Reliability Engineering - Federal

Description:

• The Staff Technical Duty Officer (TDO) will support and protect all of ServiceNow’s public services, specifically for US Federal customers.
• This role requires passing a ServiceNow background screening, including a credit check, criminal/misdemeanor check, and a drug test.
• Only US citizens, US naturalized citizens, or US Permanent Residents will be considered for this position due to Federal requirements.
• TDOs will leverage their broad technical experience to keep critical systems running through various events, including Internet outages and natural disasters.
• The TDO is responsible for executing fixes and has the authority to make necessary changes to resolve issues and restore services.
• The role involves providing technical leadership for a team of on-site engineers, coordinating recovery efforts, and acting as the crisis manager during major outages.
• Responsibilities include developing new solutions, building requirements for new procedures, and ensuring new services meet operational needs before production release.
• The TDO will participate in post-incident reviews, approve new architectural designs, and foster relationships with cross-functional teams.
• Continuous training and mentoring of the team on operational aspects is expected.
• Participation in an on-call rotation is required.

Requirements:

• Candidates must have 6+ years of experience in Linux enterprise service operations, Site Reliability Engineering (SRE), or Systems Engineering.
• An in-depth understanding of technology related to operating services or platforms in public or private clouds is essential.
• Candidates should possess meticulous analytical skills to identify and understand the root causes of critical issues.
• Excellent collaboration skills across diverse cross-functional teams are required.
• Familiarity with networking technologies such as routing, switching, DNS, load balancing, and CDN is preferred.
• A working knowledge of scripting languages such as BASH, Python, or Perl is necessary.
• Incident management experience and the ability to remain calm under pressure during crises are crucial.
• Strong communication skills for effective collaboration with other teams are required.
• A Bachelor's degree in Computer Science, Information Systems, or an equivalent technical degree is mandatory.

Benefits:

• ServiceNow offers a flexible work environment, allowing employees to work remotely or in a flexible capacity.
• The company is committed to creating an inclusive environment where all voices are heard and valued.
• Employees are encouraged to apply even if they do not meet all qualifications, as ServiceNow values diverse backgrounds and experiences.
• The organization provides opportunities for professional growth and development through training and mentoring.
• ServiceNow is recognized as one of the FORTUNE 100 Best Companies to Work For® and one of the World's Most Admired Companies™.