Role: 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.

Key Responsibilities

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.

Team 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.

Required Qualifications

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.

Preferred Skills

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 major incident bridges as required.
Ability to support weekend releases, maintenance windows, and critical business events.

Weekly Hours

40

Time Type

Regular

Location:

IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City, 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.

Manager-Technology (ServiceNow)