Sr Manager - ADC Network Engineering & Operations
Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
ServiceNow's load-balancing (ADC) team is responsible for delivering application traffic to every ServiceNow customer worldwide. We built our own load-balancing solution using well-known open-source technologies and combined it with the power of the ServiceNow platform to transform customer requirements into host configurations and deploy them at scale. We are continuously observing, measuring, testing, optimizing, and redeploying to keep our platform current, add new features, and maintain a high level of performance as we continue to grow rapidly.
What you get to do in this role:
- Serve as a mentor and leader for a team of highly technical ADC network engineers. Understanding the business requirements of the markets and mapping them to technical solutions is key to success in this role. Being an effective and successful people manager is equally important as technical ability.
- Operate in a rapidly evolving environment, adapting quickly to new information and re-prioritizing as needed. Change is a constant at ServiceNow as we support our rapid growth.
- Influence decision-making of overall network investments through exceptional communication and presentation skills.
- Assess employee performance frequently, address underperformance, and recognize and promote excellent performance. This includes participation in regular employee assessment checkpoints.
- Resolve operational issues in the load-balancing infrastructure of both an urgent and non-urgent nature.
- Take a lead role in the engagement and mitigation of outage-causing events or issues.
- Engage deeply in the sustainment function to proactively analyze network parameters such as capacity and availability to ensure issues are fixed before they cause an outage.
- Provide feedback to infrastructure architects on design issues or improvements and input into the design process for new initiatives.
- Participate in incident bridges and serve as the networking engineering resource to troubleshoot and mitigate outages.
- Contribute to processes and automation to help build a low-touch, continuous deployment infrastructure where inputs at one end of the deployment pipeline are manifested in production in minutes with zero impact and a 100% success rate, allowing us to deploy or update at scale with a few clicks.
Qualifications
To be successful in this role you have
- 10+ years of experience in managing a globally distributed network engineering organization.
- A strong background in network engineering and a deep understanding of core Internet networking technologies: load-balancing, routing, switching, firewalls, etc.
- Experience recruiting and managing technical teams, including performance management and managing engineers. Maintaining team morale and delivering results are key.
- Excellent project management skills and the ability to work in a fast-paced work environment.
- Capable of technical deep-dives into analyzing and determining the root cause of impacting events. Must be able to drive systemic changes with a view towards site reliability
- Ability to clearly communicate complex technical issues to varied audiences including senior management.
- Passion for customer experiences and focus on delivering high quality support.
- Strong communication skills and empathy for customers.
Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .