We are seeking a Manager, Network Reliability and Resiliency to lead a team responsible for the reliability and day-to-day operation of production network services supporting Service Now’s cloud platformThis is a technical people-manager roleYou will develop engineers and manage team priorities while staying actively engaged in complex troubleshooting, high-severity incidents, customer escalations, operational readiness, and reliability improvementYou will apply SRE principles to network operations by using service indicators and objectives, error-budget thinking, observability, post-incident learning, and automation to improve availability, reduce operational toil, and make execution safer and more consistentWhile this is not an individual contributor role, you must have the technical depth and judgment to guide investigations, challenge assumptions, make risk-based decisions, and help the team reach durable solutionsLead and develop the team:Manage, coach, and develop network reliability engineers through clear goals, regular feedback, performance reviews, and career developmentSet priorities and ownership for operational work, reliability initiatives, technical debt, and project commitmentsBuild sustainable on-call and escalation practices and promote calm, accountable execution during high-pressure eventsHire and onboard new team members and ensure they gain the technical context, operating practices, and support needed to succeedProvide technical and incident leadership:Actively engage in complex production troubleshooting and customer-impacting escalations by reviewing evidence, guiding technical hypotheses, identifying risk, and coordinating the right subject-matter expertsLead or support major incident response, including mitigation decisions, stakeholder communication, escalation management, and restoration of serviceEnsure post-incident reviews identify contributing factors and result in clear, prioritized, and completed preventive actionsReview high-risk changes and operational plans for technical soundness, rollback readiness, monitoring coverage, and customer impactImprove reliability through SRE practices:Partner with engineering and service owners to define and use meaningful SLIs and SLOs for network servicesUse error budgets, incident trends, capacity signals, and operational data to balance service reliability, delivery pace, and riskImprove observability, alert quality, dashboards,



runbooks, and operational readiness so the team can detect and resolve issues efficientlyTrack practical reliability outcomes such as availability, recurring incidents, change success, alert effectiveness, and time to detect and recoverEmbed automation in daily operations:Create a strong automation mindset across the team and identify repetitive, error-prone, or slow operational activities that should be eliminated or automatedPrioritize automation that improves change safety, validation, triage, remediation, reporting, and operational consistencyWork with engineering and automation partners to move useful tools and workflows into production with clear ownership, documentation, monitoring, and support modelsMeasure whether automation reduces toil and operational risk rather than treating automation delivery alone as the outcomePartner across the organization:Collaborate with network engineering, SRE, security, platform, data center, customer support, and other partner teams to resolve issues and improve service reliabilityRepresent the team’s technical assessment, customer impact, risks, dependencies, and recovery plan clearly to technical and business stakeholdersEnsure new technologies, services, and automations meet operational acceptance criteria before the team assumes production ownershipImprove incident, change, problem-management, and escalation processes based on operational evidence and team feedbackBenefits Generous family leaveMatched donationsAnnual learning stipendsFlexible PTOCompetitive retirement planPaid volunteer timeStrong written and verbal communication skills, sound judgment under pressure, and consistent attention to detail Working knowledge of networking concepts and technologies such as TCP/IP, routing, DNS, load balancing or ADCs, firewalls, cloud networking, and network observability. Deep expertise in every area is not required Sufficient hands‑on technical background to guide production troubleshooting across Linux‑based systems and network services.



You can interpret logs, metrics, alerts, and packet‑level evidence and make sound operational decisions Working knowledge of SRE practices, including SLIs, SLOs, error budgets, monitoring and alerting, incident management, and post‑incident improvement Experience leading or coordinating significant incidents and customer‑impacting escalations in an always‑on service setting Five or more years of relevant experience in network engineering, network reliability, cloud infrastructure, SRE, or large‑scale production operations Experience using or evaluating AI‑assisted tools to improve analysis, decision‑making, automation, or team workflows, with appropriate attention to accuracy, security, and operational risk Experience working with geographically distributed teams and cross‑functional partners in software, platform, infrastructure, or cloud services An automation mindset and experience using scripting, workflow automation, or engineering partnerships to reduce manual operational work and improve consistency Experience managing or formally leading engineers, including prioritization, coaching, performance feedback, and delivery accountability Due to Government of Canada regulatory requirements, this position requires the successful completion of a Government of Canada Reliability Status screening as a condition of employment. The screening process requires 5 years of verifiable background history. This includes identity verification, education verification, a criminal record check, and a credit check. Candidates must be eligible to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status. Employment is contingent upon successful completion and maintenance of the required screening Experience operating networking for a global Saa S, large enterprise, cloud provider, or similarly complex production environment Familiarity with BGP or OSPF, data center fabrics, load balancers or ADCs, DDo S protection, VPNs, firewalls, or public‑cloud networking Experience with IT service management practices, including incident, change, and problem management Experience improving observability, change safety, capacity management, or operational readiness for production services Relevant certifications such as CCNA, CCNP, Azure/AWS/GCP related#J-18808-Ljbffr

📌 Manager Of Network Reliability And Resiliency (Toronto)
🏢 ServiceNow
📍 Toronto