About the company
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.
Responsibilities
- Define and drive SLIs/SLOs for availability, perceived latency, and call quality
- Instrument end-to-end tracing across every pipeline stage, and lead architectural work to cut latency
- Design autoscaling and capacity plans for stateful, real-time connections (WebSocket, WebRTC, SIP/RTP)
- Lead load, soak and breakpoint testing, and turn results into capacity models
- Build resilience for LLM, STT and TTS dependencies: failover, fallbacks, rate-limit handling and graceful degradation
- Own Kubernetes architecture, infrastructure-as-code and CI/CD with safe progressive delivery
- Lead incident response and postmortems, and mentor engineers across the team
Requirements
- 8+ years in SRE, DevOps, production engineering or software engineering on production systems at scale
- 1+ year building or operating real-time voice systems (VoIP, SIP/RTP, WebRTC, or STT/TTS integration)
- 2+ years building or operating AI agentic systems and orchestration pipelines
- 1+ year deploying and operating LLMs in production
- Strong expertise in Kubernetes, cloud infrastructure (AWS/Azure/GCP) and Terraform or similar
- Hands-on observability experience (OpenTelemetry, Prometheus, Grafana, Datadog or similar)
- Proficiency in Python, Go or Java
Conditions
- Work Persona: Flexible
- Full-time, Regular employee type
- Region: APAC - Asia Pacific