Lead - ServiceNow – Platform Operations

Overview

Lead enterprise platform operations for ServiceNow, ensuring reliability, availability, performance and operational excellence across critical business platforms, and serve as the primary escalation point for critical issues.

What you'll do

• Own end-to-end platform operations and production support delivery.
• Ensure platform availability, stability, scalability and performance.
• Lead 24x7 support operations across multiple teams and technology domains.
• Establish operational standards, support models and escalation processes.
• Provide architectural guidance to development, support and integration teams.
• Provide technical consultation on new and existing business initiatives.
• Lead platform upgrade and clone activities.
• Mentor developers and engineers across teams.
• Drive standardization and reusable design patterns across implementations.
• Drive adoption of AI capabilities including NowAssist, Predictive Intelligence and Agentic AI solutions.
• Establish and enforce governance frameworks, design standards and security controls.
• Ensure compliance with data security, regulatory and audit requirements.
• Automate operational tasks to improve efficiency and reduce manual effort.
• Monitor platform health, performance metrics and scalability.
• Identify bottlenecks and drive optimization initiatives.
• Partner with business stakeholders, product owners and leadership teams.
• Drive solution alignment with business outcomes and operational goals.
• Communicate architecture decisions and trade-offs to technical and non-technical stakeholders.
• Stay updated with ServiceNow releases and emerging technologies.
• Identify opportunities for platform modernization and technical debt reduction.

What you'll need

• 12+ years of overall IT experience.
• 5+ years in ServiceNow platform operations.
• Experience working in enterprise-scale, multi-instance environments.
• Practical implementation experience in AI-enabled workflows, automation, enterprise integrations and platform modernization.
• Strong expertise in ServiceNow platform architecture (ITSM, ITOM, CSM, etc.).
• Hands-on knowledge of ServiceNow data model, workflows and scripting.
• Hands-on knowledge of integrations (REST/SOAP APIs, MID Server).
• Knowledge of ServiceNow AI capabilities including Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search and Agentic AI solutions.
• Proven experience working with large technical teams and cross-functional programs.
• Strong architectural decision-making and governance experience.
• Experience in high-availability and 24x7 support environments.
• Excellent stakeholder management and communication.
• Strong problem-solving and analytical mindset.
• Ability to influence and drive alignment across teams.
• ServiceNow Certified System Administrator (CSA) (must have).

Nice to have

• Prior experience in telecom/media domain.
• ServiceNow Certified Implementation Specialist (CIS).
• ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA).
• ITIL Foundation certification.
• Cloud Practitioner certification.

Details

• Location: Bengaluru, IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg.
• Employment type: Full-time, regular.
• Weekly hours: 40.