ServiceNow Operations Lead - Telecom & SLA Champion

Openkrill; United States; Teletrabalho; USD 120 000 - 160 000; Tempo integral

Resumo da oferta

NewRocket, an AI-first ServiceNow partner, is seeking an experienced ServiceNow Operations Lead to manage day-to-day operations for telecom processes and SLA governance. You will collaborate with ServiceNow teams, operations, and customer stakeholders to ensure stable, efficient delivery and drive performance improvements.

The role requires 5+ years in IT/telecom ops, strong ServiceNow expertise, and leadership in a 24x7 environment.

Qualificações

• 5+ years of IT/telecom operations or managed services experience.
• Strong knowledge of the ServiceNow platform and related processes.
• Solid understanding of telecom business processes and service operations.
• Proven experience with SLA, KPIs, incidents, problems, escalations and performance reporting.
• Experience leading 24x7 or SLA-driven operations teams.
• Excellent stakeholder management and communication skills.

Responsabilidades

• Lead day-to-day ServiceNow-based operations and support.
• Monitor platform performance and ensure timely issue resolution.
• Coordinate with ServiceNow developers and telecom SMEs for improvements.
• Identify recurring issues and drive root-cause analysis and corrective actions.
• Manage critical incidents and escalations with clear communication.
• Oversee workload, shift coverage, and operations governance.
• Provide regular operational reviews and actionable insights to stakeholders.

Conhecimentos

ServiceNow

ITIL

SLA Management

Stakeholder Management

24x7 Operations

Data Analysis

Ferramentas

ServiceNow ITSM

Power BI

Descrição da oferta de emprego

NewRocket, an AI-first ServiceNow partner, is seeking an experienced ServiceNow Operations Lead to manage day-to-day operations for telecom processes and SLA governance. You will collaborate with ServiceNow teams, operations, and customer stakeholders to ensure stable, efficient delivery and drive performance improvements.

The role requires 5+ years in IT/telecom ops, strong ServiceNow expertise, and leadership in a 24x7 environment.