Role: ServiceNow Production Support Manager
Location: Bangalore/Hyderabad
Experience: 10+ years
Employment Type: Full-Time

Role Summary
We are seeking an experienced ServiceNow Production Support Manager to lead and manage 24x7 production support operations for a large-scale ServiceNow setting supporting critical business services. This role is responsible for ensuring platform stability, operational excellence, service availability, incident reduction, and continuous improvement across multiple ServiceNow applications and modules.
The ideal candidate will have strong ServiceNow platform knowledge, proven leadership experience managing global support teams, and the ability to work in rotational shifts to support business-critical operations across multiple time zones.

Key Responsibilities

ServiceNow Platform Management
- Support ServiceNow ITSM, ITOM, CMDB, Discovery, Service Catalog, Integration Hub, and custom applications.
- Coordinate platform upgrades, patching, maintenance activities, and releases.
- Review platform risks and implement mitigation strategies.




- Ensure compliance with security, audit, and governance requirements.

Production Operations Management
- Lead end-to-end production support for ServiceNow platform and associated applications.
- Manage day-to-day operations, incident queues, escalations, and operational governance.
- Ensure adherence to SLAs, OLAs, and operational KPIs.
- Drive continuous service improvement and operational excellence initiatives.
- Monitor platform health, availability, performance, and capacity.

Incident & Problem Management
- Act as escalation manager for critical incidents and service disruptions.
- Lead Major Incident Management (MIM) activities and stakeholder communications.
- Conduct Root Cause Analysis (RCA) and drive preventive action plans.
- Ensure timely resolution of incidents and reduce recurring issues.

Team Leadership
- Manage and mentor ServiceNow production support engineers across multiple sh

📌 Manager-Technology (ServiceNow) (Bengaluru)
🏢 At&T
📍 Bengaluru