Sr Specialist, Software Engineer - ServiceNow Engineer – Platform Operation and Reliability

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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

• 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

• 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

• 15–30+ team members across shifts

• 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

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