It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. Backed by Greylock and Sequoia.
About the role
Strong product mindset with demonstrated experience treating technical capabilities as products with roadmaps, priorities, customers, adoption goals, and measurable business outcomes. Experience translating production insights, customer pain points, operational challenges, reliability risks, and platform telemetry into prioritized engineering investments and long-term roadmaps.
What they're looking for
- Strong product mindset with demonstrated experience treating technical capabilities as products with roadmaps, priorities, customers, adoption goals, and measurable business outcomes
- Experience translating production insights, customer pain points, operational challenges, reliability risks, and platform telemetry into prioritized engineering investments and long-term roadmaps
- Experience partnering closely with production operations, customer escalation teams, reliability organizations, and software engineering teams to drive systemic improvements based on operational learnings
- Experience defining product strategies, developing roadmaps, prioritizing investments, and aligning stakeholders across multiple organizations without direct authority
- Experience operating a portfolio of engineering investments, balancing short-term customer needs with long-term reliability, performance, scalability, and resilience objectives
- 15+ years of experience in software engineering, platform engineering, reliability engineering, infrastructure engineering, database engineering, distributed systems, product management, or large-scale SaaS environments
More about this role
The successful candidate will lead the Data & Storage Reliability Engineering organization responsible for improving reliability, resilience, performance, scalability, observability, and customer experience across ServiceNow's database, storage, and supporting platform infrastructure.
This leader will be responsible for building, developing, and scaling high-performing engineering teams focused on reliability engineering, observability, performance engineering, diagnostics, automation, production analytics, migration readiness, resilience engineering, and prevention engineering.
Responsibilities include talent acquisition, performance management, career development, succession planning, objective setting, coaching, and prioritization of strategic initiatives.
The role will establish a strong engineering-first culture centered on data-driven decision making, continuous improvement, operational excellence, customer experience, and systemic risk reduction.
This position is accountable for identifying recurring failure patterns, reliability risks, performance bottlenecks, scalability constraints, migration challenges, and operational inefficiencies across database services, storage...
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