What you get to do in this role:
As part of the ETG Product Ops team, proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
Work closely with Engineering teams to gain understanding on the current feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature release
Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements
Provide insights and analytics on metrics, recurring issues, and prioritization of recent features.
Drive continuous improvement in operational efficiency and effectiveness.
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📌 Senior Software Engineer, Servicenow Product Operations Ahmedabad (India)
🏢 ServiceNow
📍 India