Senior Software Engineer, ServiceNow(Product Operations)

What you get to do in this role:

• As part of the ETG Product Ops team, proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
• Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
• Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
• Work closely with Engineering teams to gain understanding on the new feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature release
• Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements
• Provide insights and analytics on metrics, recurring issues, and prioritization of new features.
• Drive continuous improvement in operational efficiency and effectiveness.
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