Senior ServiceNow Engineer – Platform Operation and Reliability

Key Responsibilities

Production Support Leadership

Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams.

Ensure platform availability, reliability, and performance across environments.

Manage support operations for multiple ServiceNow modules and instances.

Define and maintain support processes, workflows, and escalation models.

Oversee shift operations including 24x7 support structures.

Active Participation in Platform Clone/Upgrade Activity.

Incident & Major Incident Management

Act as the primary escalation point for P1 and P2 incidents.

Lead Major Incident bridges and ensure timely resolution.

Drive Root Cause Analysis (RCA) and corrective actions.

Track incident trends and implement preventive measures.

Ensure SLA and OLA adherence across all support tiers.

Service Delivery & Governance

Own overall ServiceNow support service delivery.

Define KPIs, SLAs, and operational metrics.

Conduct service reviews with stakeholders and leadership.

Ensure compliance with governance standards and best practices.

Drive operational maturity and service improvements.

Team Leadership & People Management

Lead and mentor Tier 1 and Tier 2 support teams.

Manage team capacity planning and resource allocation.

Conduct performance reviews and skill development planning.

Identify training needs and drive capability building.

Foster a collaborative and high-performance team culture.

Platform Stability & Continuous Improvement

Identify recurring issues and drive permanent fixes.

Promote automation and platform optimization initiatives.

Improve platform performance and operational efficiency.

Drive knowledge management and documentation maturity.

Implement proactive monitoring strategies.

Stakeholder & Vendor Management

Act as the primary point of contact for business stakeholders.

Coordinate with infrastructure, security, and integration teams.

Manage vendor relationships and support transitions if applicable.

Provide executive-level reporting on platform health and performance.

Release & Change Governance

Oversee change and release activities across environments.

Ensure smooth production deployments and stabilization.

Review high-risk changes and approve deployment readiness.

Support release planning and execution strategies.

Required Skills

Technical Skills

Strong hands-on experience with ServiceNow platform administration and development

Expertise in core modules such as:

ITSM

Service Catalog

CMDB

Knowledge Management

Change and Incident Management

Good understanding of:

Integrations (REST/SOAP APIs)

MID Servers

Performance tuning

Data management

Experience supporting multi-instance ServiceNow environments

Knowledge in Performance management, resiliency engineering

Knowledge of release and deployment processes

Experience in NowAssist and AI Capabilities

Leadership Skills

Strong team leadership and mentoring capabilities

Experience managing large, distributed teams

Strong incident leadership experience

Strategic thinking and operational planning ability

Stakeholder management and executive communication

Soft Skills

Strong decision-making ability under pressure

Excellent communication and reporting skills

Ability to manage multiple priorities

Strong analytical and problem-solving mindset

High accountability and ownership

Preferred Qualifications

ServiceNow Certified System Administrator (CSA) – Required

ServiceNow Certified Application Developer (CAD) – Preferred

ITIL Foundation / ITIL Intermediate – Preferred

Experience managing enterprise-scale ServiceNow support environments

Experience supporting global 24x7 support models

Exposure to platform governance frameworks

Exposure to AWS, Azure

Team Scope Typically Managed

Typical team size:

15–30+ team members across shifts

Ideal Candidate Profile

Has deep ServiceNow production support experience

Comfortable handling high-pressure incident situations

Strong people leader who can balance technical depth with delivery ownership

Experienced in building and scaling support teams

Good at driving operational maturity and automation

Weekly Hours:

40

Time Type:

Regular

Location:

IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg

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