Senior ServiceNow Engineer – Platform Operation and Reliability Lead
Core
Leading end-to-end ServiceNow platform support operations, ensuring production stability, incident management, and continuous improvement across Tier 1 and Tier 2 teams.
Role type
Senior ServiceNow Platform Operations and Reliability Lead
Builds
Enterprise ServiceNow platform stability and service delivery
Domain
IT Service Management (ITSM) / Enterprise Software Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ServiceNow platform administration, ITSM core modules (ITSM, Service Catalog, CMDB), Incident and Change Management, REST/SOAP API integrations, MID Servers, Performance tuning, Multi-instance environment support, Root Cause Analysis (RCA), Team leadership and mentoring, Capacity planning, Vendor management, Release governance
Preferred skills
ServiceNow Certified Application Developer (CAD), AWS or Azure experience, Global 24x7 support model experience, Platform governance frameworks
Technologies
ServiceNow, ITSM, Service Catalog, CMDB, REST APIs, SOAP APIs, MID Servers, NowAssist, AWS, Azure
Responsibilities
Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams, Act as primary escalation point for P1 and P2 incidents, Define and maintain support processes and escalation models, Lead Major Incident bridges and drive Root Cause Analysis, Manage team capacity planning and resource allocation, Oversee change and release activities across environments
Seniority
Senior, hands-on IC with leadership responsibilities
