About Deutsche Börse Group: Headquartered in Frankfurt, Germany, Deutsche Börse Group is a leading international exchange organization and market infrastructure provider. They empower investors, financial institutions, and companies by facilitating access to global capital markets. Their India centre is located in Hyderabad, serves as a key strategic hub and comprises India’s top-tier tech talent. They focus on crafting advanced IT solutions that elevate market infrastructure and services. Deutsche Börse Group in India is composed of a team of capital market engineers forming the backbone of financial markets worldwide. Your area of work: The ServiceNow Operator is responsible for the day-to-day operational support (“Run”) of the ServiceNow platform, ensuring stable, compliant, and productive operation of ITSM/ITOM processes. The role focuses on execution, monitoring, incident/problem support, data quality, and SLA adherence, clearly separated from Build/Development activities in line with regulated enterprise requirements. Your

responsibilities:
• Operate and support ServiceNow ITSM and ITOM modules in production (Incident, Request, Change, CMDB, Discovery, Event Management where applicable).
• Handle L2/L3 operational tickets related to ServiceNow platform issues, integrations, workflows, and data inconsistencies.
• Monitor platform health, jobs, integrations, MID servers, discovery schedules, and background processes.
• Support incident and problem management processes within ServiceNow, including troubleshooting, root cause analysis support, and coordination with vendors (e.g., MSP / ServiceNow Impact).




• Execute standard and emergency changes following approved change and governance processes.
• Ensure incidents and changes meet defined SLAs and response times, including 24×7 / follow the sun support where required.
• Operate and maintain CMDB data quality, including CI lifecycle, relationships, reconciliation, and compliance with CSDM principles.
• Support Discovery and Service Mapping operations, including troubleshooting failed discoveries and data gaps.
• Perform regular data validation, cleanup, and reporting.
• Act as the operational interface to ServiceNow vendor support (Impact / Guided support) and managed service providers.
• Support integrations with external tools (monitoring, cloud platforms, security tools) and ensure operational stability post deployment.
• Operate ServiceNow in line with regulatory and audit requirements (e.g., financial services, IT controls, segregation of duties).
• Maintain operational documentation, runbooks, SOPs, and evidence required for audits and internal controls.
• Support audit requests by providing logs, reports, and operational evidence.
• Identify operational inefficiencies, recurring issues,



and improvement opportunities and feed them into the Build / Engineering backlog (without implementing changes directly).
• Support platform upgrades, patches, and hotfixes from an operational readiness and validation perspective.

Your profile
• Strong hands-on experience with ServiceNow ITSM (Incident, Request, Change, Knowledge).
• Practical operational experience with CMDB, Discovery, and ITOM concepts.
• Understanding of MID Servers, integrations, and scheduled jobs.
• Ability to analyze logs, errors, and platform behavior in production environments.
• Certification in ServiceNow Certified System Administrator (CSA)
- Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF (CMDB and CSDM)) being an asset.
• Understanding of ITIL based processes and enterprise service operations.
• Experience working in regulated environments with strict separation of Build vs Run.
• Familiarity with SLAs, OLAs, KPIs, and operational reporting.
• Structured, disciplined working style with strong attention to detail.
• Ability to work in global, distributed teams and with external vendors.
• Clear communication skills for incident coordination and stakeholder updates.
• Experience supporting ServiceNow in financial services, regulated entities or large enterprise environments.
• Exposure to cloud platforms and monitoring integrations.
• Run / Operations role only – no independent development or uncontrolled configuration changes.
• Changes are executed strictly via approved change processes.
• Clear accountability, documented SLAs, and audit ready operations are mandatory.

📌 Associate Vice President (Hyderabad)
🏢 Deutsche Borse Group
📍 Hyderabad