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 relationshi

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