Company Description 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.

Job Description
Role Overview: As a Staff Site Reliability Engineer supporting our Canada Protected B regulated cloud environment, you will provide senior technical leadership for the reliability, availability, scalability, security, and performance of critical cloud infrastructure and services. In addition to personally solving complex production problems, you will provide technical leadership across systems, services, and engineering teams. You will take ownership of ambiguous, multi-system reliability problems, influence technical architecture and operational standards, lead significant engineering and automation initiatives, and help other engineers solve difficult problems. The Staff Site Reliability Engineer is an individual-contributor technical leadership role. Success is measured not only by the problems you personally solve, but by your ability to improve the reliability and operability of the broader environment, influence technical direction, reduce systemic operational risk, and increase the effectiveness of other engineers and partner teams. Canada Protected B Eligibility:



This role supports a Canadian regulated cloud workplace and requires the employee to perform their duties while physically located in Canada. Candidates must meet applicable Government of Canada personnel security screening requirements, including the ability to obtain and maintain the personnel security status required for the role. Access to Protected B information, assets, or systems requires Reliability Status. Work Schedule: This position is part of a 24x5 Site Reliability Engineering operation supporting the Canada Protected B regulated environment. Engineers will be assigned to a fixed day, swing, or overnight shift designed to provide continuous operational coverage Monday through Friday. Each shift includes eight hours of scheduled work and a one-hour unpaid meal period. Adjacent shifts overlap by one hour to enable structured warm handovers, continuity of active incident response, and transfer of operational context.
- Day Shift: 7:00 AM
- 4:00 PM ET
- Swing Shift: 3:00 PM
- 12:00 AM ET
- Overnight Shift: 11:00 PM
- 8:00 AM ET Shift assignments and schedules may be adjusted based on operational coverage requirements. Meal periods will be scheduled outside the warm-handover window and coordinated to maintain operational coverage. What you get to do in this role:
- Provide technical leadership during complex, high-impact production incidents spanning multiple services, systems, or technology domains.
- Lead technical Root Cause Analysis (RCA)



for significant or complex incidents and drive systemic corrective and preventative actions across services and teams.
- Identify recurring and systemic reliability risks and lead engineering initiatives that address their underlying technical causes.
- Lead cross-functional reliability initiatives involving SRE, application engineering, infrastructure, networking, database, cloud, and security teams.
- Influence technical architecture and engineering approaches for reliability, scalability, automation, observability, operational readiness, and production supportability.
- Design and lead automation initiatives that eliminate significant sources of operational toil and create scalable, reusable solutions across services or environments.
- Develop and guide operational tooling and automation using Bash, Python, and/or JavaScript, including reusable tools and frameworks that improve the effectiveness of other engineers.
- Provide deep technical leadership across Linux, Google Cloud Platform, Kubernetes, networking, databases, configuration management, and distributed production systems.
- Design and improve infrastructure and configuration automation using Ansible and Puppet, scripting, APIs, and related infrastructure-management technologies.
- Lead the operation, troubleshooting, and reliability improvement of Kubernetes and containerized production environments.
- Lead complex database troubleshooting, performance, and reliability improvements, particularly for PostgreSQL environments; MariaDB/MySQL experience is also applicable.
- Establish and promote effective Git-based engineering practices for infrastructure, configuration, and automation code.
- Diagnose complex network and distributed-system is

📌 Staff Site Reliability Engineer, Canada Protected B (Toronto)
🏢 ServiceNow
📍 Toronto