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 platform
This is a technical people-manager role
You will develop engineers and manage team priorities while staying actively engaged in complex troubleshooting, high-severity incidents, customer escalations, operational readiness, and reliability improvement
You 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 consistent
While 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 solutions
Lead and develop the team:
Manage, coach, and develop network reliability engineers through clear goals, regular feedback, performance reviews, and career development
Set priorities and ownership for operational work, reliability initiatives, technical debt, and project commitments
Build sustainable on-call and escalation practices and promote calm, accountable execution during high-pressure events
Hire and onboard new team members and ensure they gain the technical context, operating practices, and support needed to succeed
Provide 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 experts
Lead or support major incident response, including mitigation decisions, stakeholder communication,



escalation management, and restoration of service
Ensure post-incident reviews identify contributing factors and result in transparent, prioritized, and completed preventive actions
Review high-risk changes and operational plans for technical soundness, rollback readiness, monitoring coverage, and customer impact
Improve reliability through SRE practices:
Partner with engineering and service owners to define and use meaningful SLIs and SLOs for network services
Use error budgets, incident trends, capacity signals, and operational data to balance service reliability, delivery pace, and risk
Improve observability, alert quality, dashboards, runbooks, and operational readiness so the team can detect and resolve issues efficiently
Track practical reliability outcomes such as availability, recurring incidents, change success, alert effectiveness, and time to detect and recover
Embed 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 automated
Prioritize automation that improves change safety, validation, triage, remediation, reporting, and operational consistency
Work with engineering and automation partners to move useful tools and workflows into production with clear ownership, documentation, monitoring, and support models




Measure whether automation reduces toil and operational risk rather than treating automation delivery alone as the outcome
Partner across the organization:
Collaborate with network engineering, SRE, security, platform, data center, customer support, and other partner teams to resolve issues and improve service reliability
Represent the team’s technical assessment, customer impact, risks, dependencies, and recovery plan clearly to technical and business stakeholders
Ensure new technologies, services, and automations meet operational acceptance criteria before the team assumes production ownership
Improve incident, change, problem-management, and escalation processes based on operational evidence and team feedback
Benefits Generous family leave
Matched donations
Annual learning stipends
Flexible PTO
Competitive retirement plan
Paid volunteer time
Strong 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 environment Five or more yea

📌 Manager of network reliability and resiliency (Toronto)
🏢 ServiceNow
📍 Toronto