Lead - ServiceNow Platform Operations

Job Description

Role: ServiceNow Lead – Platform Operations

Location: Bengaluru

Experience: 13+ years

Employment Type: Full-Time

Role Summary

Role Overview

The Platform Operations Lead is responsible for leading enterprise platform operations, ensuring reliability, availability, performance, and operational excellence across critical business platforms. This role provides strategic leadership for production support, Site Reliability Engineering (SRE), service governance, incident management, and continuous improvement initiatives. The individual serves as the primary escalation point for critical issues while driving operational maturity, automation, and stakeholder satisfaction.

The position requires deep expertise in ServiceNow architecture, strong leadership capabilities, and experience operating in large-scale, 24x7 enterprise environments.

Key Responsibilities

• Platform Operations Leadership
• 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.
• Technical Leadership
• Provide architectural guidance to development, support, and integration teams
• Provide technical Consultation on new and existing business initiatives
• Leads 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, Agentic AI Solutions.
• Platform Governance & Strategy
• Establish and enforce governance frameworks, design standards, and security controls
• Ensure compliance with data security, regulatory, and audit requirements
• Ensure the reliability, availability and performance of production platforms and applications.
• Automate operational tasks to improve efficiency and reduce manual effort.
• Performance & Optimization
• Monitor platform health, performance metrics, and scalability
• Identify bottlenecks and drive optimization initiatives
• Ensure high availability and reliability of enterprise systems
• Program & Stakeholder Collaboration
• 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
• Continuous Improvement & Innovation
• Stay updated with ServiceNow releases and emerging technologies
• Drive automation, AI adoption, and operational efficiency initiatives
• Identify opportunities for platform modernization and technical debt reduction
  
  

Experience

Required Skills & Experience

• 12+ years of overall IT experience
• 5+ years in ServiceNow Platform Operations
• Experience working in enterprise-scale, multi-instance environments.
• Prior experience in telecom/media domain preferred
• Practical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization.
  
  

Technical Skills

• Strong expertise in ServiceNow platform architecture (ITSM, ITOM, CSM, etc.)
• Hands-on knowledge of:
• ServiceNow data model, workflows, and scripting
• 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
  

Leadership & Operational Skills

• 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
  
  

Soft Skills

• Excellent stakeholder management and communication
• Strong problem-solving and analytical mindset
• Ability to influence and drive alignment across teams
  
  

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) (must have)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA) preferred
• ITIL Foundation Certification
• Cloud Practitioner Certification
  
  

Weekly Hours

40

Time Type

Regular

Location:

IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg

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