Director of Operations for Big Data and Monitoring

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
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.
The Director of Operations for Big Data and Monitoring will oversee the strategy, implementation, and continuous optimization of the organization's big data platforms and monitoring systems. This role is critical in ensuring the scalability, efficiency, and reliability of data infrastructure and monitoring processes, enabling data-driven decision-making across our cloud and sales operations. The ideal candidate will be a highly motivated leader with a deep understanding of big data architectures, monitoring systems, and operational excellence in a fast-paced, tech-driven environment.
Scope:

• Leadership & Strategy:
  • Develop and execute the overall strategy for big data operations and monitoring systems in alignment with organizational goals.
  • Lead a cross-functional team of engineers, analysts, and operational staff to ensure seamless data operations and high system availability.
  • Provide strategic insights and recommendations to improve data flow, storage, and processing, while maintaining security and compliance standards.
• Operational Excellence:
  • Oversee the design, deployment, and management of big data systems, including data lakes, data warehouses, and analytics platforms.
  • Ensure the integrity, performance, and uptime of critical monitoring systems for infrastructure, application, and service-level performance.
  • Implement automation and process improvements to streamline operations and enhance the scalability of data infrastructure.
• Monitoring & Incident Management:
  • Lead the operations of monitoring frameworks to proactively detect and address anomalies, performance issues, and system failures.
  • Ensure the timely response to incidents, outages, and performance bottlenecks by implementing robust alerting, root-cause analysis, and mitigation strategies.
  • Collaborate with cloud support organizations, DevOps, and engineering teams to ensure availability and accuracy of monitors and alerts.
• Data Governance & Compliance:
  • Implement best practices for data governance, ensuring that data is accessible, secure, and compliant with industry regulations.
  • Maintain strong controls over data access, retention, and compliance with applicable data privacy standards.
• Team Leadership & Development:
  • Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous improvement.
  • Create a clear career development path for team members, supporting their professional growth and skill advancement.
• Stakeholder Engagement:
  • Collaborate with senior leadership, business units, and key stakeholders to identify data-driven opportunities and optimize monitoring processes.
  • Ensure alignment between operations and business objectives, leveraging data insights to drive innovation and operational improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (Master's degree preferred).
• 10+ years of experience in data operations, big data infrastructure, and monitoring, with at least 5 years in a leadership role.
• Expertise in big data technologies such as Hadoop, Spark, Kafka, and cloud-based data platforms (e.g., AWS, Azure, Google Cloud).
• Strong knowledge of monitoring and alerting tools such as Prometheus, Grafana, Datadog, Splunk, or similar.
• Proven ability to manage large-scale data operations, optimize performance, and ensure reliability in a high-growth environment.
• Strong leadership and communication skills, with the ability to engage and influence stakeholders at all levels.
• Demonstrated experience in incident management, root-cause analysis, and implementing proactive monitoring strategies.
• Must be willing to go through adjudication process". Ideally US citizen/resident is required

Preferred Skills:

• Experience in large-scale cloud infrastructure and data pipeline management.
• Familiarity with machine learning and AI-driven data analysis tools.
• Strong understanding of security and compliance frameworks (GDPR, HIPAA, SOC2, etc.).

For positions in the Bay Area, we offer a base pay of $233,500 - $408,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
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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