ServiceNow Platform Operations Engineer (24x7 On-Call)

Tata Consultancy Services Limited; Louisville (KY); On-site; USD 125,000 - 145,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Parental Leaves

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services Limited in Louisville, KY, is seeking an Engineer to join its Technology function, with a focus on ServiceNow administration and platform operations.

The role requires strong ITIL knowledge, upgrades, on-call participation, and collaboration with offshore teams. You will monitor instances during US business hours, handle incidents and changes, and contribute to release planning.

Qualifications

• Strong ServiceNow administration: users, groups, roles, ACLs, update sets, plugins, system properties, scheduled jobs and instance performance tuning.
• Hands-on experience with family upgrades, patching, cloning and Automated Test Framework.
• Experience supporting MID Servers and integrations.
• Working knowledge of ITIL incident, change and release processes.
• Willingness to take part in an on-call rotation outside business hours.
• Communicates clearly and effectively during production incidents.

Responsibilities

• Proactively monitor development, staging and production instances during US business hours for performance and quality issues.
• Fulfill access requests, platform incidents and service catalog tasks, and execute standard changes on the production instance.
• Take part in a 24x7 on-call rotation for Priority 1 (Critical) and Priority 2 (High) issues and meet agreed response and resolution targets.
• Assess and support platform upgrades and weekly patching, including skipped-record review and regression testing with Automated Test Framework.
• Perform quarterly instance clones and complete the post-clone checklist.
• Coordinate with ServiceNow on scheduled maintenance and platform incidents; support change and release management for at least two production releases per month and publish release notes.
• Maintain operational dashboards and standard reporting for executives, leadership and IT operations stakeholders.
• Hand over open incidents, P1/P2 briefings and in-flight work to the offshore team at each shift change.
• Platform Operations Lead only: own the escalation path, daily operations reporting and transition planning from the incumbent.

Skills

ITIL

ServiceNow

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services Limited in Louisville, KY, is seeking an Engineer to join its Technology function, with a focus on ServiceNow administration and platform operations.

The role requires strong ITIL knowledge, upgrades, on-call participation, and collaboration with offshore teams. You will monitor instances during US business hours, handle incidents and changes, and contribute to release planning.