תיאור המשרה
Job Description
Role: ServiceNow Lead – Platform Operations
Location: Bengaluru
Experience: 13+ years
Employment Type: Full-Time
Role Summary
Role Overview
The 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 Responsibilities
1.Platform Operations Leadership
Own 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 Leadership
Provide architectural guidance to development, support, and integration teams
Provide technical Consultation on new and existing business initiatives
Leads Platform Upgrade and Clone activities.
Mentor developers, and engineers across teams
Drive standardization and reusable design patterns across implementations
Drive adoption of AI Capabilities including NowAssist, Predictive Intelligence, Agentic AI Solutions.
3. Platform Governance & Strategy
Establish and enforce governance frameworks, design standards, and security controls
Ensure compliance with data security, regulatory, and audit requirements
Ensure the reliability, availability and performance of production platforms and applications.
Automate operational tasks to improve efficiency and reduce manual effort.
4. Performance & Optimization
Monitor platform health, performance metrics, and scalability
Identify bottlenecks and drive optimization initiatives
Ensure high availability and reliability of enterprise systems
5. Program & Stakeholder Collaboration
Partner with business stakeholders, product owners, and leadership teams
Drive solution alignment with business outcomes and operational goals
Communicate architecture decisions and trade-offs to technical and non-technical stakeholders
6. Continuous Improvement & Innovation
Stay updated with ServiceNow releases and emerging technologies
Drive automation, AI adoption, and operational efficiency initiatives
Identify opportunities for platform modernization and technical debt reduction
Required Skills & Experience
Experience
12+ years of overall IT experience
5+ years in ServiceNow Platform Operations
Experience working in enterprise-scale, multi-instance environments.
Prior experience in telecom/media domain preferred
Practical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization.
Technical Skills
Strong expertise in ServiceNow platform architecture (ITSM, ITOM, CSM, etc.)
Hands-on knowledge of:ServiceNow data model, workflows, and scripting
Integrations (REST/SOAP APIs, MID Server)
Knowledge of ServiceNow AI capabilities including Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search, and Agentic AI solutions
Leadership & Operational Skills
Proven experience working with large technical teams and cross-functional programs
Strong architectural decision-making and governance experience
Experience in high-availability and 24x7 support environments
Soft Skills
Excellent stakeholder management and communication
Strong problem-solving and analytical mindset
Ability to influence and drive alignment across teams
Preferred Qualifications
ServiceNow Certified System Administrator (CSA) (must have)
ServiceNow Certified Implementation Specialist (CIS)
ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA) preferred
ITIL Foundation Certification
Cloud Practitioner Certification
Weekly Hours:
40
Time Type:
Regular
Location:
IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.
המשרה הזו רלוונטית עבורך?