Experience: 8+ yearsKey ResponsibilitiesProduction Support LeadershipLead 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 ManagementAct 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 & GovernanceOwn 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 ManagementLead 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 ImprovementIdentify 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 ManagementAct 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 GovernanceOversee 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.Required SkillsTechnical SkillsStrong hands-on experience with ServiceNow platform administration and developmentExpertise in core modules such as:ITSMService CatalogCMDBKnowledge ManagementChange and Incident ManagementGood understanding of:Integrations (REST/SOAP APIs)MID ServersPerformance tuningData managementExperience supporting multi-instance ServiceNow environmentsKnowledge in Performance management, resiliency engineeringKnowledge of release and deployment processesExperience in NowAssist and AI CapabilitiesLeadership SkillsStrong team leadership and mentoring capabilitiesExperience managing large, distributed teamsStrong incident leadership experienceStrategic thinking and operational planning abilityStakeholder management and executive communicationSoft SkillsStrong decision-making ability under pressureExcellent communication and reporting skillsAbility to manage multiple prioritiesStrong analytical and problem-solving mindsetHigh accountability and ownershipPreferred QualificationsServiceNow Certified System Administrator (CSA) – RequiredServiceNow Certified Application Developer (CAD) – PreferredITIL Foundation / ITIL Intermediate – PreferredExperience managing enterprise-scale ServiceNow support environmentsExperience supporting global 24x7 support modelsExposure to platform governance frameworksExposure to AWS, AzureTeam Scope Typically ManagedTypical team size:15–30+ team members across shiftsIdeal Candidate ProfileHas deep ServiceNow production support experienceComfortable handling high-pressure incident situationsStrong people leader who can balance technical depth with delivery ownershipExperienced in building and scaling support teamsGood at driving operational maturity and automationWeekly 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.