Work schedule: Hybrid 3 days WFO & 2 Days WFH (2 PM to 11 PM IST)
Mandatory: 8+ years in ServiceNow ITSM, CSM integrations, and production support
Key Responsibilities
- Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
- SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
- Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
- Perform system Improvements-Create mitigation measures to evaluate recent tools or improvements by collaborating with technical teams.
- Handling disaster recovery-Perform security assessments and recovery drills,
and implement necessary controls to ensure compliance with established security standards.
- Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
- Team Management-Collaborate with team members to resolve open tickets and service requests.
- Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.