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Sr Manager - ADC Network Engineering & Operations

| San Diego, CA | Hybrid
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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 .

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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