You will be taken to AT&T’s own careers page to apply. Job ID 97172068848.
Job description
Role Summary The ServiceNow Platform Operation and Reliability is responsible for leading end-to-end ServiceNow platform support operations across Tier 1 and Tier 2 teams. This role oversees production stability, service delivery, incident management, and continuous platform improvement while ensuring SLA compliance and stakeholder satisfaction. This role will be responsible for driving reliability, availability, scalability, and operational excellence of the enterprise ServiceNow platform. This role combines Site Reliability Engineering (SRE), platform operations leadership, service governance, automation, observability, and production support strategy. The Platform Operations Lead acts as the primary escalation point for critical incidents, drives operational excellence, and provides leadership across multi-instance ServiceNow environments.
Experience: 10+ years Key Responsibilities Production Support Leadership
Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams.
Ensure platform availability, reliability, and performance across environments.
Manage support operations for multiple ServiceNow modules and instances.
Define and maintain support processes, workflows, and escalation models.
Oversee shift operations including 24x7 support structures.
Active Participation in Platform Clone/Upgrade Activity.
Incident & Major Incident Management
Act as the primary escalation point for P1 and P2 incidents.
Lead Major Incident bridges and ensure timely resolution.
Drive Root Cause Analysis (RCA) and corrective actions.
Track incident trends and implement preventive measures.
Ensure SLA and OLA adherence across all support tiers.
Service Delivery & Governance
Own overall ServiceNow support service delivery.
Define KPIs, SLAs, and operational metrics.
Conduct service reviews with stakeholders and leadership.
Ensure compliance with governance standards and best practices.
Drive operational maturity and service improvements.
Team Leadership & People Management
Lead and mentor Tier 1 and Tier 2 support teams.
Manage team capacity planning and resource allocation.
Conduct performance reviews and skill development planning.
Identify training needs and drive capability building.
Foster a collaborative and high-performance team culture.
Platform Stability & Continuous Improvement
Identify recurring issues and drive permanent fixes.
Promote automation and platform optimization initiatives.
Improve platform performance and operational efficiency.
Drive knowledge management and documentation maturity.
Implement proactive monitoring strategies.
Stakeholder & Vendor Management
Act as the primary point of contact for business stakeholders.
Coordinate with infrastructure, security, and integration teams.
Manage vendor relationships and support transitions if applicable.
Provide executive-level reporting on platform health and performance.
Release & Change Governance
Oversee change and release activities across environments.
Ensure smooth production deployments and stabilization.
Review high-risk changes and approve deployment readiness.
Support release planning and execution strategies.
Required Skills Technical Skills
Strong hands-on experience with ServiceNow platform administration and development
Strong people leader who can balance technical depth with delivery ownership
Experienced in building and scaling support teams
Good at driving operational maturity and automation
Weekly Hours: 40 Time Type: Regular Location: IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.
