Senior Manager, Data & Storage Reliability Engineering

About the Position

ServiceNow is seeking an experienced Senior Manager for our Data & Storage Reliability Engineering team.

Responsibilities

As a Sr Manager of the Data & Storage Reliability Engineering team, your responsibilities will be:

• Define and execute the team-level strategy for prevention engineering, reliability, observability, resilience, and operational risk reduction across large-scale production environments.
• Lead initiatives that turn production signals, incident learnings, customer escalations, migration outcomes, and platform telemetry into durable engineering improvements.
• Partner closely with SWAT and Customer & Production Engineering to establish a continuous feedback loop between production operations and platform improvement.
• Drive improvements in observability, diagnostics, automation, reliability reviews, resiliency validation, migration readiness, and engineering guardrails.
• Identify recurring failure patterns, reliability risks, observability gaps, operational inefficiencies, scalability constraints, and performance bottlenecks, and drive action to reduce future customer impact.
• Establish reliability, resilience, observability, automation, and prevention goals for critical database and storage services.
• Champion proactive monitoring, production analytics, and automation to improve operational health and reduce repetitive manual work.
• Lead deep root cause analysis and ensure sustainable corrective actions are implemented for recurring issues and customer-impacting events.
• Partner with engineering leaders to influence database, storage, reliability, observability, and platform architecture priorities based on production evidence.
• Build and develop a world-class team of reliability, prevention, observability, and platform engineers.
• Own team management, recruitment, career development, objective setting, project prioritization, onboarding, and performance reviews.
• Manage an engineering team that supports production-facing work, including on-call or escalation participation where required.
• Drive a culture of intolerance for repetitive manual activities by promoting automation, self-service diagnostics, guardrails, and scalable engineering practices.
• Drive initiatives with partner teams to improve the reliability, resilience, scalability, and operational efficiency of the ServiceNow application and platform.
• Act as part of the escalation and crisis management ecosystem by helping convert immediate recovery learnings into sustainable engineering prevention.
• Analyze and evaluate existing processes to drive continuous improvement, operational efficiency, and prevention-oriented engineering practices.
• Provide training, documentation, dashboards, playbooks, and support to partner teams that interface with the Data & Storage Reliability Engineering team.
• Onboard new hires, new technologies, new systems, and new automations into the team to enable successful execution and scale.

Requirements

• Experience: 10+ years of experience in database engineering, reliability engineering, distributed systems, platform engineering, infrastructure engineering, production engineering, or large-scale SaaS platform operations.
• Leadership: 4+ years of engineering leadership experience, including leading engineers and cross-functional or distributed teams.
• Technical Expertise: Strong expertise in database technologies, operating system performance, distributed systems, cloud-native architectures, and large-scale production environments.
• Skills: Solid understanding of reliability engineering, observability, diagnostics, root cause analysis, capacity planning, scalability engineering, resiliency, automation, and operational excellence.
• Education: Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Nice to Have

• Experience operating large-scale enterprise database and storage platforms supporting mission-critical workloads.
• Experience leveraging AI technologies to improve anomaly detection, forecasting, incident analysis, prioritization, operational efficiency, and engineering productivity.
• Familiarity with ServiceNow platform architecture and large-scale SaaS operations.

We Offer

• Competitive salary and benefits
• Opportunity to work in a leading AI company
• Professional growth and development opportunities
• Collaborative and innovative work environment

About the Company

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.