Job DescriptionRole: ServiceNow Lead – Platform OperationsLocation: BengaluruExperience: 13+ yearsEmployment Type: Full-TimeRole SummaryRole OverviewThe Platform Operations Lead is responsible for leading enterprise platform operations, ensuring reliability, availability, performance, and operational excellence across critical business platforms. This role provides strategic leadership for production support, Site Reliability Engineering (SRE), service governance, incident management, and continuous improvement initiatives. The individual serves as the primary escalation point for critical issues while driving operational maturity, automation, and stakeholder satisfaction.The position requires deep expertise in ServiceNow architecture, strong leadership capabilities, and experience operating in large-scale, 24x7 enterprise environments.Key Responsibilities1.Platform Operations LeadershipOwn end-to-end platform operations and production support delivery.Ensure platform availability, stability, scalability, and performance.Lead 24x7 support operations across multiple teams and technology domains.Establish operational standards, support models, and escalation processes.2. Technical LeadershipProvide architectural guidance to development, support, and integration teamsProvide technical Consultation on new and existing business initiativesLeads Platform Upgrade and Clone activities.Mentor developers, and engineers across teamsDrive standardization and reusable design patterns across implementationsDrive adoption of AI Capabilities including NowAssist, Predictive Intelligence, Agentic AI Solutions.3. Platform Governance & StrategyEstablish and enforce governance frameworks, design standards, and security controlsEnsure compliance with data security, regulatory, and audit requirementsEnsure the reliability, availability and performance of production platforms and applications.Automate operational tasks to improve efficiency and reduce manual effort.4. Performance & OptimizationMonitor platform health, performance metrics, and scalabilityIdentify bottlenecks and drive optimization initiativesEnsure high availability and reliability of enterprise systems5. Program & Stakeholder CollaborationPartner with business stakeholders, product owners, and leadership teamsDrive solution alignment with business outcomes and operational goalsCommunicate architecture decisions and trade-offs to technical and non-technical stakeholders6. Continuous Improvement & InnovationStay updated with ServiceNow releases and emerging technologiesDrive automation, AI adoption, and operational efficiency initiativesIdentify opportunities for platform modernization and technical debt reductionRequired Skills & ExperienceExperience12+ years of overall IT experience5+ years in ServiceNow Platform OperationsExperience working in enterprise-scale, multi-instance environments.Prior experience in telecom/media domain preferredPractical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization.Technical SkillsStrong expertise in ServiceNow platform architecture (ITSM, ITOM, CSM, etc.)Hands-on knowledge of:ServiceNow data model, workflows, and scriptingIntegrations (REST/SOAP APIs, MID Server)Knowledge of ServiceNow AI capabilities including Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search, and Agentic AI solutionsLeadership & Operational SkillsProven experience working with large technical teams and cross-functional programsStrong architectural decision-making and governance experienceExperience in high-availability and 24x7 support environmentsSoft SkillsExcellent stakeholder management and communicationStrong problem-solving and analytical mindsetAbility to influence and drive alignment across teamsPreferred QualificationsServiceNow Certified System Administrator (CSA) (must have)ServiceNow Certified Implementation Specialist (CIS)ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA) preferredITIL Foundation CertificationCloud Practitioner CertificationWeekly Hours:40Time Type:RegularLocation:IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator BldgAT&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. Click here to learn more or request an application accommodation here.