AddressWho is the TDO?
The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.
We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.
We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.
The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints. The TDO provides solutions to ServiceNow’s planet-scale challenges.
What you get to do in this role
- Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
- Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
- Develop new solutions andbuild requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
- Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
- Make operations more effective by continually training and mentoring the team on all aspects of the operational environment.
