Role Summary
The ServiceNow Platform Operation and Reliability is responsible for leading end-to-end ServiceNow platform support operations across Tier 1 and Tier 2 teams. This role oversees production stability, service delivery, incident management, and continuous platform improvement while ensuring SLA compliance and stakeholder satisfaction.
This role will be responsible for driving reliability, availability, scalability, and operational excellence of the enterprise ServiceNow platform. This role combines Site Reliability Engineering (SRE), platform operations leadership, service governance, automation, observability, and production support strategy. The Platform Operations Lead acts as the primary escalation point for critical incidents, drives operational excellence, and provides leadership across multi-instance ServiceNow environments.
Experience: 10+ years
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