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 & 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 collaborative 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-level reporting on platform health and performance.

Release & Change Governance

• Oversee change and release activities across environments.

• Ensure smooth production deployments and stabilization.

• Review high-risk changes and approve deployment readiness.

• Support release planning and execution strategies.

Required Skills

Technical Skills

• Strong hands-on experience with ServiceNow platform administration and development

• Expertise in core modules such as:

  • ITSM

  • Service Catalog

  • CMDB

  • Knowledge Management

  • Change and Incident Management

• Good understanding of:

  • Integrations (REST/SOAP APIs)

  • MID Servers

  • Performance tuning

  • Data management

• Experience supporting multi-instance ServiceNow environments

• Knowledge in Performance management, resiliency engineering

• Knowledge of release and deployment processes

• Experience in NowAssist and AI Capabilities

Leadership Skills

• Strong team leadership and mentoring capabilities

• Experience managing large, distributed teams

• Strong incident leadership experience

• Strategic thinking and operational planning ability

• Stakeholder management and executive communication

Soft Skills

• Strong decision-making ability under pressure

• Excellent communication and reporting skills

• Ability to manage multiple priorities

• Strong analytical and problem-solving mindset

• High accountability and ownership

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) – Required

• ServiceNow Certified Application Developer (CAD) – Preferred

• ITIL Foundation / ITIL Intermediate – Preferred

• Experience managing enterprise-scale ServiceNow support environments

• Experience supporting global 24x7 support models

• Exposure to platform governance frameworks

• Exposure to AWS, Azure

Team Scope Typically Managed

Typical team size:

• 15–30+ team members across shifts

Ideal Candidate Profile

• Has deep ServiceNow production support experience

• Comfortable handling high-pressure incident situations

• Strong people leader who can balance technical depth with delivery ownership

• Experienced in building and scaling support teams

• Good at driving operational maturity and automation

Weekly Hours:

40

Time Type:

Regular

Location:

IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg

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