Role: ServiceNow Platform Production Support Specialist
Location: Bengaluru/Hyderabad
Experience: 5 + years to 8yrs
Role Summary
The ServiceNow Platform Production Support Tier 1 Engineer is responsible for providing advanced technical support, troubleshooting platform issues, resolving complex incidents, and supporting configuration-level changes. This role acts as the primary escalation point from Tier 1 support and works closely with Tier 2/platform engineering teams for problem resolution and root cause analysis.
The role requires hands-on ServiceNow platform knowledge, solid troubleshooting skills, and experience managing production environments.
Key Responsibilities
Incident Management
Monitor ServiceNow queues and handle incoming incidents and service requests.
Log, categorize, and prioritize incidents based on impact and urgency.
Perform initial troubleshooting using knowledge articles and standard procedures.
Resolve common issues within defined SLAs.
Escalate unresolved incidents to Tier 2 or Tier 3 teams with proper documentation.
Request Fulfilment




Process standard service requests such as:
User access requests
Basic configuration requests
Catalog request fulfilment
Tenant Application Code Deployment Requests
Ensure requests are completed within SLA timelines.
Monitoring & Alerts
Monitor system alerts, logs, dashboards, and integrations.
Acknowledge alerts and initiate predefined recovery actions where applicable.
Notify appropriate teams during system outages or performance degradation.
User Support
Provide first-level support to end users via portal, email.
Assist users with navigation and usage of ServiceNow modules.
Maintain clear communication with users regarding incident status and updates.
Documentation & Knowledge Management
Follow standard operating procedures (SOPs) and runbooks.
Create and update knowledge articles for recurring issues.
Maintain accurate ticket documentation and resolution notes.
SLA & Compliance
Ensure adherence to SLAs and

📌 Specialist Software Engineering- Service Now support role (Hyderabad)
🏢 At&T
📍 Hyderabad