Applied AI Site Reliability Engineer II (ServiceNow)

Summary Position Summary Applied AI S ite Reliability Engineer II (ServiceNow) Role Overview: As a n A pplied AI S ite Reliability Engineer I I , you will actively engage in your engineering craft, taking a hands-on approach to the reliability, performance, and operational integrity of high-visibility products and platforms and the environments they run in. Your expertise will be pivotal in keeping production safe, performant, and cost-effective, while driving tangible value for Deloitte ’ s engineering investments. You will leverage your extensive engineering craftsmanship across cloud platform engineering, observability, and performance and reliability engineering—together with applied AI fluency that lets you reliably operate AI and agentic workloads alongside the rest of the portfolio—consistently demonstrating your strong track record in operating high-quality, resilient systems at scale. The ideal candidate will be a dependable team player , collaborating with cross-functional teams to uphold production standards, safeguard environments, and admit systems into production with confidence . Key Responsibilities: Outcome-Driven Accountability: Embrace and drive a culture of accountability for reliability, performance, and cost outcomes , measured in service-level objectives and error budgets, not raw uptime. Operate the products, platforms, and environments you support to meet their SLOs within budget, and track incident trends and toil to prioritize the work that most improves reliability—ensuring high-quality, lean operational designs that keep production safe and resilient . Technical Leadership and Advocacy: Serve as the technical advocate for production reliability and operability, ensuring systems are admissible, performant, safe to run, and able to degrade gracefully when failure occurs. Uphold production standards, lead the design of observability, performance and resilience testing, and operational tooling, and own the admission of systems into production—gating release on error budgets and automated reliability checks, and owning the readiness verification, environment integrity, and operational support that follow . Engineering Craftsmanship: Maintain accountability for the operational integrity of production and pre-production environments, and for the production standards that systems are admitted against. Own SLOs and error budgets; build and operate production observability—codified, version-controlled dashboards and SLO-driven, actionable alerting that detects before impact, plus the feedback loop into engineering; run performance, ambient-noise, and chaos testing to verify readiness; and guard environments against drift. Stay hands-on, self-driven, and continuously learn new approaches, languages, and frameworks—operating as an infrastructure-focused engineer, not a tool operator. Create technical specifications, runbooks, and shared playbooks; lead blameless postmortems that turn incidents into learning and systemic fixes; write high-quality, supportable automation to ensure all reliability KPIs (availability, performance, and cost) are met or exceeded. Demonstrate collaborative skills to work effectively with diverse teams . Customer-Centric Engineering: Develop lean operational solutions through rapid, inexpensive experimentation to meet the reliability needs of the engineering teams and the business. Engage with those teams before, during, and after delivery , co-defining service-level objectives and operational readiness so the right safeguards are in place at the right time, without becoming a bottleneck to delivery . Incremental and Iterative Delivery: Adopt a mindset that favors action and evidence over extensive planning. Utilize a leaning-forward approach to navigate complexity and uncertainty, hardening reliability through incremental, measurable improvements—progressive resilience testing and SLO refinement—rather than big-bang interventions, and keeping operations supportable and maintainable . Cross-Functional Collaboration and Integration: Work collaboratively with empowered, cross-functional partners: engineering, platform engineering, security and risk, data governance, and engineering leadership and architecture. Uphold production standards and integrate their constraints so that the reliable, performant, and compliant path is the operative path. Co-define service-level objectives with the teams you support, verify readiness, and own the admission decision into production—holding the segregation-of-duties line as a dedicated, embedded function while partnering with security and risk on the control objectives you enforce. Foster a collaborative environment that enhances team synergy and innovation . Advanced Technical Proficiency: Possess expertise in site reliability and modern production engineering—cloud platform ownership, observability (metrics, tracing, logging), performance and capacity engineering, chaos engineering, and cloud/AI cost engineering—together with applied AI fluency to operate AI and agentic workloads reliably, including AI and Agentic SSDLC, delivering production operations with full automation from discovery to production to operations and all quality checks through the SSDLC lifecycle. Strive to be a role model, leveraging these techniques to optimize reliability, performance, and operational delivery. Demonstrate strong understanding of the full lifecycle of platform and product development, focusing on continuous improvement and learning . Domain Expertise: Quickly acquire domain knowledge of the products and platforms you operate—and, where they are AI-infused, their distinct production failure modes such as drift, train/serve skew, latency and output variance, and token/GPU cost anomalies. Translate reliability needs, reference architectures, and operational requirements into service-level objectives, runbooks, and production tooling. Be a valuable, flexible, and dedicated team member, supportive of teammates, and focused on quality and tech debt payoff . Effective Communication and Influence: Exhibit exceptional communication skills, capable of articulating complex technical concepts clearly and compellingly. Inspire and influence teammates and product teams through well-structured arguments and trade-offs supported by evidence. Create coherent narratives that align technical solutions with business objectives . Engagement and Collaborative Co-Creation: Engage and collaborate with product engineering teams at all organizational levels, including customers as needed. Build and maintain constructive relationships, fostering a culture of co-creation and shared momentum towards achieving product goals. Align diverse perspectives and drive consensus to create feasible solutions . The team:  US Deloitte Technology Product Engineering has modernized software and product delivery, creating a scalable, cost-effective model that focuses on value/outcomes that leverages a progressive and responsive talent structure. As Deloitte’s primary internal development team, Product Engineering delivers innovative digital solutions to businesses, service lines, and internal operations with proven bottom-line results and outcomes. It helps power Deloitte’s success. It is the engine that drives Deloitte, serving many of the world’s largest, most respected companies. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence. The successful candidate will possess: Excellent interpersonal and organizational skills, with the ability to handle diverse situations, complex projects, and changing priorities, behaving with passion, empathy, and care. Required Qualifications: A bachelor’s degree in computer science, software engineering, data science, machine learning, or related discipline. Experience is the most relevant factor . 5 + years of software engineering and site reliability engineering experience operating large-scale, distributed, cloud-native systems in production, with experience in most of the following: Python, Go, Bash, Java, C#/.NET, SQL/NoSQL, Kubernetes, Terraform, ArgoCD , as well as CI/CD and observability stacks . 3+ years of experience in site reliability or production engineering for large-scale systems—defining and owning SLIs, SLOs, and SLAs; error budgets; incident command and on-call; building and operating production observability (metrics, tracing, logging—e.g., OpenTelemetry, Prometheus, Grafana, Datadog, Dynatrace, Amazon CloudWatch, Azure Monitor, Google Cloud Operations, SolarWinds , Splunk ); environment integrity and drift prevention across pre-production and production; and segregation-of-duties controls (least-privilege/RBAC, deploy approvals, secrets management) in partnership with security and risk . 3+ years of experience with cloud-native engineering and cloud platform ownership on any of the cloud hyperscalers such as Azure, AWS, or GCP—including their AI/ML services such as Azure OpenAI, AWS Bedrock, or Vertex AI—plus container orchestration (Kubernetes, Docker), infrastructure-as-code, networking, and multi-environment management . Prior experience operating AI/ML and agentic workloads in production—their reliability failure modes (drift, train/serve skew, output variance) , MLOps/LLMOps, and the AI control plane (model/LLM gateway, guardrails) from the operability and performance side . Prior experience with load and performance testing under simulated production traffic (e.g., LoadRunner, k6, or JMeter), chaos engineering (e.g., Azure Chaos Studio, AWS Fault Injector) , capacity planning, autoscaling, and cloud/AI cost engineering (FinOps tooling / dashboards , including GPU/inference and token cost attribution). Prior software engineering experience with the understanding of Business Context Diagrams (BCD), sequence/activity/state/entity relationship/data flow diagrams, OOP/OOD, data structures, algorithms, and code instrumentations , and AI-augmented spec-driven development . 2+ years of experience in defining SLO and SLI for cloud native applications, measuring, reporting and alerting using custom scripts or monitoring solutions.2+ years of hands-on experience with troubleshooting application and infrastructure issues in production environment, with high accuracy, conducting root cause analysis, providing preventive measures based on RCA on multiple cloud providers. Prior experience using methodologies & tools such as XP, Lean, DevSecOps, SRE, ADO, GitHub, SonarQube , MLflow , and agentic AI frameworks (e.g. LangFuse, LangSmith, or equivalent multi-agent orchestration tools) etc. to operate high-quality, resilient platforms and products at scale . Other: Ability to travel 10%, on average, based on the work you do and products you build. Limited immigration sponsorship may be available. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India . Benefits To Help You Thrive At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Requisition code: 360997