[MLA] Senior Site Reliability Engineer AI Experience Framework

Project the aim youll have 

We are the AI Experience Framework team that builds the platform powering ServiceNows AI-first user interfaces - an SSR runtime (karuna) built on Lit and server-rendered web components running behind a multi-tier proxy/HTTP2 routing chain with sharded V8 isolate pools paired with a ServiceNow Glide/Java platform layer (karuna-glide) that supplies metadata ACLs and service artifacts. This role owns production reliability for that stack end to end: Kubernetes deployment and operations observability and hands-on troubleshooting of both the and JVM sides of the system - not generalist infrastructure work. 

Position how youll contribute

• Own Kubernetes deployment and operational health for Framework services including scaling rollout/rollback strategy and resource tuning 
• Build and maintain production observability - Grafana dashboards and Prometheus alerting rules - across the SSR runtime and the Glide platform layer 
• Diagnose and resolve production incidents: event-loop stalls heap growth V8 isolate exhaustion and isolate-pool scheduling issues under concurrent versioned traffic (vN/vN-1) 
• Diagnose and resolve JVM production incidents on the Glide/Java side: GC pressure thread dumps and platform-service latency 
• Own incident response for the team: runbooks on-call rotation postmortems and paging hygiene 
• Drive CI/CD and infrastructure-as-code for Kubernetes manifests/Helm and deployment pipelines 
• Partner with the framework engineering team to identify reliability gaps before they become incidents - capacity planning load testing chaos/failure-injection where useful 
• Represent production reliability concerns in architecture reviews for new framework capabilities 

Qualifications :

Expectations the experience you need

• Production operations/SRE experience including hands-on Kubernetes deployment scaling and incident response 
• Direct operational experience troubleshooting in production: reading heap snapshots and CPU profiles diagnosing event-loop blocking and understanding process/worker isolation models (V8 isolates or equivalent sandboxing) 
• Direct operational experience troubleshooting JVM-based services in production: GC log analysis thread dump analysis and JVM tuning 
• Hands-on experience building and maintaining Prometheus alerting rules and Grafana dashboards from scratch not just consuming existing ones 
• Strong Linux/networking fundamentals: DNS load balancing TCP/HTTP semantics (including HTTP/2) and debugging service-to-service networking inside Kubernetes 
• Experience with CI/CD and infrastructure-as-code for containerized deployments (Helm GitOps tooling such as ArgoCD/Flux or equivalent) 
• Track record owning on-call rotations writing runbooks and driving postmortems that lead to real reliability improvements 
• Experience with Splunk for log aggregation search and production troubleshooting. 
• Hands-on experience with in-memory caching systems (Valkey/Redis) in production key design TTL/eviction tuning and tenant-scoped cache invalidation  
• Experience managing service-to-service mTLS - certificate issuance rotation and format conversion (e.g. PKCS/BCFKSPEM) - plus JWT-based service authentication 
• Very good spoken and written English. 

Additional skills the edge you have

• Familiarity with server-side rendering architectures and the specific failure modes of isomorphic runtimes (markup mismatches browser-API leakage into server code) 
• Experience operating multi-version/canary rollout strategies (two live app versions served concurrently) 
• Working knowledge of the ServiceNow Glide platform or a comparable enterprise platform integration layer 
• Experience with distributed tracing and request-context correlation across service boundaries 
• Familiarity with event-driven autoscaling (e.g. KEDA ScaledObjects driven by PromQL triggers) as a complement to standard HPA-based scaling 

Additional Information :

Our offer professional development personal growth:

• Flexible employment and remote work  
• International projects with leading global clients 
• International business trips  
• Non-corporate atmosphere 
• Language classes 
• Internal & external training 
• Private healthcare and insurance  
• Multisport card 
• Well-being initiatives 

Position at: Software Mind

Remote Work :

Yes

Employment Type :

Full-time