Experience: 8+ 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 & People Management
Lead and mentor Tier 1 and Tier 2 support teams.
Manage team capacity planning and resource allocation.
Conduct performance reviews and skill development planning.
Identify training needs and drive capability building.
Foster a cooperative and high-performance team culture.
Platform Stability & Continuous Improvement
Identify recurring issues and drive permanent fixes.
Promote automation and platform optimization initiatives.
Improve platform performance and operational efficiency.
Drive knowledge management and documentation maturity.
Implement proactive monitoring strategies.
Stakeholder & Vendor Management
Act as the primary point of contact for business stakeholders.
Coordinate with infrastructure, security, and integration teams.
Manage vendor relationships and support transitions if applicable.
Provide executive-lev

📌 Sr Specialist, Software Engineer (Bengaluru)
🏢 At&T
📍 Bengaluru