Senior ServiceNow Engineer – Platform Operation and Reliability

Cricket Wireless LLC.; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

AT&T in Bengaluru, India is seeking a Platform Operations Lead to drive end-to-end ServiceNow platform support across Tier 1 and 2 teams. The role focuses on production stability, incident management, and continuous platform improvement, ensuring SLA compliance and stakeholder satisfaction.

Responsibilities include leading 24x7 operations, governance, and collaboration across multi‑instance environments. The ideal candidate will combine SRE practices with platform operations leadership,

Qualifications

• Provides end-to-end ServiceNow platform support across Tier 1 and 2 teams.
• Drives reliability, availability, and production performance of the platform.
• Leads incident management and drive RCA and preventive actions.

Responsibilities

• Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams.
• Act as primary escalation for P1/P2 incidents and lead Major Incident bridges.
• Own service delivery metrics and governance; drive operational maturity and improvements.
• Lead and mentor Tier 1 and Tier 2 teams; manage capacity and performance reviews.
• Identify recurring issues and drive automation and platform optimization.
• Coordinate with infrastructure, security, and integration teams; provide executive reporting.

Skills

ServiceNow Admin

ITSM

Multi-instance ServiceNow

Incident Leadership

Automation

Observability

AWS

Azure

Team Leadership

Stakeholder Communication

Strategic Thinking

NowAssist

AI Capabilities

REST APIs

SOAP APIs

MID Servers

Performance Tuning

Platform Clone/Upgrade

Tools

MID Servers

REST APIs

SOAP APIs

Performance Tuning

Platform Clone/Upgrade

Job description

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.

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.

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.

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 AT&T.

Equal Employment Opportunity

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

Company Story

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven't stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of -at AT&T, we create connections that change the world.