Manager, Network Reliability and Resiliency

About the role

ServiceNow is looking for a Manager, Network Reliability and Resiliency in Toronto to lead a team responsible for the reliability and day-to-day operation of production network services supporting its cloud platform. It is a technical people-manager role: you will develop engineers and manage priorities while staying involved in complex troubleshooting, high-severity incidents, customer escalations, operational readiness and reliability improvement. The position requires a Government of Canada Reliability Status screening.

Key responsibilities

• Lead and develop the team: coach engineers, set priorities and ownership, build on-call and escalation practices, hire and onboard new members.
• Provide technical and incident leadership: guide troubleshooting and escalations, lead major incident response, review high-risk changes and plans.
• Improve reliability through SRE practices: define SLIs and SLOs, use error budgets, improve observability, alerts, dashboards and runbooks, track availability, change success and time to detect and recover.
• Embed automation: identify repetitive work, prioritize automation that improves change safety and consistency, and measure its impact on toil.
• Partner with network engineering, SRE, security, platform, data center, customer support and other teams, and represent the team's risks and recovery plans to stakeholders.

Required profile

• Five or more years of experience in network engineering, network reliability, cloud infrastructure, SRE or large-scale production operations.
• Experience managing or leading engineers, including coaching, performance feedback and delivery accountability.
• Hands-on technical background to guide troubleshooting on Linux-based systems and network services.
• Experience leading significant incidents and escalations in an always-on service environment.
• Experience with geographically distributed teams and cross-functional partners.
• Preferred: experience in a global SaaS, large enterprise or cloud provider environment, and familiarity with BGP, OSPF, data center fabrics, DDoS protection, VPNs, firewalls or public-cloud networking.

Required skills

• Working knowledge of TCP/IP, routing, DNS, load balancing or ADCs, firewalls, cloud networking and network observability.
• Working knowledge of SRE practices: SLIs, SLOs, error budgets, monitoring and alerting, incident management, post-incident improvement.
• Automation mindset with scripting, workflow automation or engineering partnerships.
• Experience using or evaluating AI-assisted tools, with attention to accuracy, security and risk.