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.
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
Expertise in core modules such as:
ITSM
Service Catalog
CMDB
Knowledge Management
Change and Incident Management
Good understanding of:
Integrations (REST/SOAP APIs)
MID Servers
Performance tuning
Data management
Experience supporting multi-instance ServiceNow environments
Knowledge in Performance management, resiliency engineering
Knowledge of release and deployment processes
Experience in NowAssist and AI Capabilities
Leadership Skills
Strong team leadership and mentoring capabilities
Experience managing large, distributed teams
Strong incident leadership experience
Strategic thinking and operational planning ability
Stakeholder management and executive communication
Soft Skills
Strong decision-making ability under pressure
Excellent communication and reporting skills
Ability to manage multiple priorities
Strong analytical and problem-solving mindset
High accountability and ownership
Preferred Qualifications
ServiceNow Certified System Administrator (CSA) – Required
ServiceNow Certified Application Developer (CAD) – Preferred
ITIL Foundation / ITIL Intermediate – Preferred
Experience managing enterprise-scale ServiceNow support environments
Experience supporting global 24x7 support models
Exposure to platform governance frameworks
Exposure to AWS, Azure
Team Scope Typically Managed
Typical team size:
15–30+ team members
across shifts
Ideal Candidate Profile
Has deep ServiceNow production support experience
Comfortable handling high-pressure incident situations
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
40
Regular
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