Lead - ServiceNow Platform Operations

About the role

The Platform Operations Lead leads enterprise platform operations, ensuring reliability, availability, performance and operational excellence across critical business platforms. The role covers production support, Site Reliability Engineering (SRE), service governance, incident management and continuous improvement, and acts as the primary escalation point for critical issues. It is a full-time, regular position based in Bengaluru with 40 weekly hours.

Key responsibilities

• Own end-to-end platform operations and production support, including 24x7 support across multiple teams and technology domains, and establish operational standards, support models and escalation processes.
• Guide development, support and integration teams architecturally, consult on new and existing initiatives, lead platform upgrade and clone activities, mentor engineers and promote standardization and reusable design patterns.
• Drive adoption of AI capabilities such as NowAssist, Predictive Intelligence, Agentic AI and Virtual Agent.
• Set governance frameworks, design standards and security controls, ensure compliance with data security, regulatory and audit requirements, and automate operational tasks.
• Monitor platform health and performance metrics, identify bottlenecks and drive optimization initiatives.
• Work with business stakeholders, product owners and leadership to align solutions with business outcomes, and communicate architecture decisions to technical and non-technical audiences.
• Stay current with ServiceNow releases and emerging technologies, and pursue platform modernization and technical debt reduction.

Required profile

• 12+ years of overall IT experience and 5+ years in ServiceNow Platform Operations.
• Experience in enterprise-scale, multi-instance environments; telecom/media domain experience preferred.
• Practical experience with AI-enabled workflows, automation, enterprise integrations and platform modernization.
• Preferred certifications: ServiceNow Certified System Administrator (CSA) (must have), CIS, CAA or CTA, ITIL Foundation and Cloud Practitioner.

Required skills

• Strong ServiceNow platform architecture knowledge (ITSM, ITOM, CSM).
• ServiceNow data model, workflows and scripting.
• Integrations via REST/SOAP APIs and MID Server.
• Knowledge of ServiceNow AI features: Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search and Agentic AI.
• Experience with large technical teams, high-availability and 24x7 support environments, and strong stakeholder management.