Director, Data & Storage Reliability Engineering

What you get to do in this role: Team Management  The successful candidate will lead the Data & Storage Reliability Engineering organization responsible for improving reliability, resilience, performance, scalability, observability, and customer experience across ServiceNow's database, storage, and supporting platform infrastructure.  This leader will be responsible for building, developing, and scaling high-performing engineering teams focused on reliability engineering, observability, performance engineering, diagnostics, automation, production analytics, migration readiness, resilience engineering, and prevention engineering.  Responsibilities include talent acquisition, performance management, career development, succession planning, objective setting, coaching, and prioritization of strategic initiatives.  The role will establish a strong engineering-first culture centered on data-driven decision making, continuous improvement, operational excellence, customer experience, and systemic risk reduction.  This position is accountable for identifying recurring failure patterns, reliability risks, performance bottlenecks, scalability constraints, migration challenges, and operational inefficiencies across database services, storage platforms, cloud infrastructure, and distributed application environments, and driving engineering improvements that eliminate entire classes of issues before they impact customers.  The Director will partner closely with Product Engineering, Database Engineering, Cloud Infrastructure, Architecture, Storage Engineering, Support, and Operations teams to ensure reliability, observability, performance, and resilience considerations are incorporated throughout the software development lifecycle.  The successful candidate will also partner closely with SWAT and Customer & Production Engineering teams to establish a continuous feedback loop between production operations and platform improvement. SWAT remains responsible for customer escalations, production operations, incident response, and service restoration, while this organization is responsible for identifying systemic opportunities, defining engineering priorities, and driving platform improvements that reduce future customer impact.  The successful candidate will serve as the senior technical leader for complex reliability investigations, customer-critical escalation reviews, migration readiness assessments, and platform improvement initiatives, transforming production insights into long-term engineering outcomes.  They will influence architectural decisions and technology investments by providing reliability expertise, observability insights, performance guidance, and production-based evidence that improve platform resilience, scalability, efficiency, and customer outcomes.  This role requires a strong product mindset. The leader will treat reliability, observability, resilience, performance, and automation capabilities as products with roadmaps, priorities, adoption goals, and measurable outcomes. They will be responsible for identifying the highest-value engineering opportunities, prioritizing investments, and driving adoption across multiple product and infrastructure organizations.  Process and Procedures  The successful candidate will establish scalable reliability engineering practices, standards, governance processes, and operating models across the organization.  They will drive adoption of observability standards, reliability engineering frameworks, resiliency assessments, migration readiness practices, diagnostics capabilities, engineering guardrails, and automation strategies.  This leader will continuously evaluate incidents, customer escalations, migration outcomes, platform telemetry, performance trends, capacity signals, and operational data to identify systemic risks and