Senior ServiceNow Engineer - Platform Operation and Reliability

About the role

The ServiceNow Platform Operation and Reliability team leads end-to-end ServiceNow platform support across Tier 1 and Tier 2 teams, overseeing production stability, service delivery, incident management and continuous improvement. The role combines Site Reliability Engineering, platform operations leadership, service governance, automation, observability and production support strategy, and acts as the primary escalation point for critical incidents in multi-instance ServiceNow environments. It is based in Bengaluru, India, with a typical team of 15-30+ members across shifts.

Key responsibilities

• Lead day-to-day production support across Tier 1 and Tier 2 teams, define support processes, workflows and escalation models, and oversee 24x7 shift operations
• Act as the primary escalation point for P1 and P2 incidents, lead major incident bridges, drive root cause analysis and track incident trends
• Own service delivery, define KPIs and SLAs, run service reviews and ensure governance compliance
• Lead and mentor Tier 1 and Tier 2 teams, plan capacity, conduct performance reviews and build team capability
• Promote automation, fix recurring issues, improve performance, strengthen documentation and implement proactive monitoring
• Manage stakeholder and vendor relationships, coordinate with infrastructure, security and integration teams, and provide executive-level reporting
• Oversee change and release activities, review high-risk changes and support release planning

Required profile

• 10+ years of experience
• Deep ServiceNow production support experience and comfort with high-pressure incidents
• Strong team leadership and mentoring, and experience building and scaling support teams
• Preferred: experience managing enterprise-scale ServiceNow support environments and global 24x7 models

Required skills

• Hands-on ServiceNow administration and development, including ITSM, Service Catalog, CMDB, Knowledge Management, Change and Incident Management
• Integrations (REST/SOAP APIs), MID Servers, performance tuning, data management and release processes
• Preferred: ServiceNow Certified System Administrator (required), Certified Application Developer (preferred), ITIL Foundation/Intermediate (preferred)