Manager-Technology (ServiceNow)

Location: Bangalore/Hyderabad Experience: 10+ years Employment Type: Full-Time

Key Responsibilities:

Shift Operations Management Lead end-to-end ServiceNow production support activities during assigned shifts. Monitor incident queues, alerts, and system health dashboards. Ensure all tickets are assigned, prioritized, and progressing within SLA timelines. Manage shift handover activities between outgoing and incoming teams. Maintain operational continuity across all support tiers during the shift.

Incident & Major Incident Management Act as the primary escalation point during the shift for P1 and P2 incidents. Initiate Major Incident process and coordinate bridge calls. Ensure timely resolution and restoration of services. Track incident progress and ensure frequent stakeholder updates. Ensure proper documentation of incidents and resolution steps.

SLA & Performance Monitoring Monitor SLA adherence across incidents and service requests. Identify potential SLA breaches and take corrective action. Ensure tickets are resolved within defined response and resolution timelines. Generate shift-level reports on ticket status and SLA compliance.

Team Coordination & Supervision Supervise Tier 1 and Tier 2 support teams during the shift. Assign tasks based on priority and resource availability. Provide guidance to team members for issue resolution. Ensure team productivity and adherence to operational procedures. Support onboarding and mentoring of new team members.

Communication & Stakeholder Coordination Provide real-time updates to stakeholders during critical incidents. Communicate system outages and service degradation updates. Maintain communication logs and incident updates. Coordinate with infrastructure, application, and integration teams.

Reporting & Documentation Prepare shift summary reports including: Open incidents Major incidents handled SLA breaches (if any) Pending actions

Ensure knowledge articles are updated based on recurring issues. Maintain accurate shift logs and handover notes.

Continuous Improvement Identify recurring operational issues and recommend improvements. Suggest automation opportunities to improve efficiency. Participate in process optimization initiatives. Support knowledge management and documentation updates.

Required Skills:

Technical Skills Strong hands-on experience supporting the ServiceNow platform Good understanding of: Incident Management Problem Management Change Management Service Catalog

Familiarity with: Business Rules Workflows / Flow Designer Integration troubleshooting System monitoring tools

Understanding of ServiceNow ticket lifecycle and workflows

Operational Skills Experience managing production support operations Strong knowledge of SLA and escalation management Experience handling Major Incident processes Ability to prioritize tasks under pressure Experience in shift-based support environments

Leadership Skills Team supervision and coordination Decision-making under pressure Conflict resolution and escalation handling Mentoring junior team members Strong organizational skills

Soft Skills Excellent communication skills Strong stakeholder coordination ability High attention to detail Ability to multitask across multiple priorities Calm and structured approach during incidents

Preferred Qualifications ServiceNow Certified System Administrator (CSA) – Required ITIL Foundation Certification – Preferred Experience managing support teams Experience handling enterprise-level production environments Exposure to multi-instance ServiceNow environments

Weekly Hours: 40 Time Type: Regular Location: IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City, IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.  AT&T is a fair chance employer and does not initiate a background check until an offer is made.