- Monitor ServiceNow platform health, performance, and availability.
- Perform proactive troubleshooting and preventive maintenance.
- Ensure platform uptime and SLA compliance.
- Drive incident triage, major incident resolution, and Root Cause Analysis (RCA).
- Support ServiceNow upgrades, patches, and platform maintenance.
- Manage users, roles, groups, permissions, and access controls.
- Support ServiceNow modules including ITSM, Service Catalog, CMDB, Discovery, and SecOps.
- Build and enhance monitoring dashboards, alerts, and operational automation.
- Develop self-healing solutions and maintain operational runbooks.
- Support integrations with Microsoft Defender, Tenable, Wiz, and Vulnerability Response platforms.
- Participate in change management, production releases,
and operational readiness reviews.
- Provide 24x5/24x7 on-call support and coordinate critical production escalations.
- Analyze operational metrics, service reliability, and recommend continuous improvements.