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Tier-1 brand and metro location increase competition, but niche ServiceNow skills and seniority limit density.
Requires deep ServiceNow platform and ITSM experience, which is not easily transferable across domains.
Mandatory 8+ years, CSA certification, and deep ServiceNow operational experience create strict screening filters.
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Lead and manage day-to-day ServiceNow production support operations across Tier 1 and Tier 2 teams ensuring platform availability and reliability.
Own incident and major incident management including P1/P2 escalation, root cause analysis, and SLA adherence for multiple ServiceNow modules and instances.
Drive service delivery governance, operational maturity, continuous improvement, and manage people including capacity planning and performance reviews for a team of 15-30 members across shifts.
8+ years of relevant work experience in ServiceNow platform support and operations.
Mandatory ServiceNow Certified System Administrator (CSA) certification required.
Strong hands-on experience with ServiceNow administration and development covering ITSM, Service Catalog, CMDB, Change and Incident Management.
Experience managing 24x7 production support, incident management, and leading large distributed teams is mandatory.
Deep experience in ServiceNow production support with ability to handle high-pressure incident situations and major incident leadership.
Proven leadership capability managing and scaling large support teams while driving operational maturity and automation initiatives.
Strong strategic orientation with skills in stakeholder management, executive communication, and governance of enterprise-scale ServiceNow environments.