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Tier-1 brand, remote option, and Bengaluru metro location increase candidate density.
Highly specialized ServiceNow platform and enterprise support skills reduce cross-industry transferability.
Mandatory 10+ years, ServiceNow CSA certification, enterprise support leadership and technical mandates make shortlisting strict.
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Lead end-to-end operations of ServiceNow production support across Tier 1 and Tier 2 teams ensuring platform availability, reliability, and SLA compliance.
Act as primary escalation for high-severity incidents (P1 and P2), drive incident management including RCA and preventive measures, and oversee multi-instance ServiceNow environments.
Own service delivery governance including KPIs and SLAs, lead team capacity planning and mentoring, and drive platform continuous improvement through automation and proactive monitoring.
10+ years of relevant experience in ServiceNow platform operations and support.
ServiceNow Certified System Administrator (CSA) certification is mandatory.
Experience managing multi-instance, enterprise-scale ServiceNow environments with 24x7 support coverage.
Location requirement: Bengaluru, Karnataka, India.
Strong experience in high-pressure incident management with a track record of leading major incident bridges and ensuring timely resolution.
Proven leadership managing large distributed support teams (~15–30+ members), balancing technical depth with operational delivery.
Skilled in driving operational maturity, automation initiatives, platform governance, and stakeholder engagement across multinational environments.