Manager-Technology (ServiceNow)

ServiceNow Production Support Manager Location: Bangalore/Hyderabad Experience: 10+ years Employment Type: Full-Time Role Summary We are seeking an experienced ServiceNow Production Support Manager to lead and manage 24x7 production support operations for a large-scale ServiceNow environment supporting critical business services. This role is responsible for ensuring platform stability, operational excellence, service availability, incident reduction, and continuous improvement across multiple ServiceNow applications and modules. The ideal candidate will have strong ServiceNow platform knowledge, proven leadership experience managing global support teams, and the ability to work in rotational shifts to support business-critical operations across multiple time zones.

ServiceNow Platform Management Support ServiceNow ITSM, ITOM, CMDB, Discovery, Service Catalog, Integration Hub, and custom applications. Coordinate platform upgrades, patching, maintenance activities, and releases. Review platform risks and implement mitigation strategies. Ensure compliance with security, audit, and governance requirements. Production Operations Management Lead end-to-end production support for ServiceNow platform and associated applications. Manage day-to-day operations, incident queues, escalations, and operational governance. Ensure adherence to SLAs, OLAs, and operational KPIs. Drive continuous service improvement and operational excellence initiatives. Monitor platform health, availability, performance, and capacity. Incident & Problem Management Act as escalation manager for critical incidents and service disruptions. Lead Major Incident Management (MIM) activities and stakeholder communications. Conduct Root Cause Analysis (RCA) and drive preventive action plans. Ensure timely resolution of incidents and reduce recurring issues.

Leadership Manage and mentor ServiceNow production support engineers across multiple shifts. Oversee workforce planning, shift scheduling, and on-call coverage. Drive team performance, knowledge management, and professional development. Establish operational standards, SOPs, and support playbooks. Transition & Vendor Management Lead knowledge transfer and transition activities from vendors or managed service providers. Coordinate with engineering, development, infrastructure, and business teams. Track deliverables, risks, dependencies, and operational readiness. Reporting & Governance Present operational metrics and service health updates to leadership. Track KPIs include: SLA compliance MTTR Incident volumes Change success rate Problem backlog Service availability Drive executive reviews and operational governance meetings.

Bachelor’s degree in computer science, Information Technology, Engineering, or related field. 10+ years of IT operations and production support experience in ServiceNow Platform. 5+ years of experience managing ServiceNow production support teams. Strong knowledge of ITIL processes and service management practices. Experience supporting large enterprise ServiceNow environments. Experience leading global teams in a 24x7 operational model.

ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist (CIS). ITIL Foundation or ITIL Intermediate certification. Knowledge of SRE principles, automation, monitoring, and platform reliability. Experience with Agile, DevOps, and Continual Service Improvement (CSI). Telecom industry experience preferred. Key Competencies Leadership and people management Stakeholder management Crisis management and decision making Operational strategy and execution Strong analytical and troubleshooting skills Excellent verbal and written communication Ability to manage multiple priorities in a fast-paced environment Shift Requirement Must be willing to work in rotational shifts supporting a global 24x7 environment. Participate in on-call rotations and