Senior Lead Developer ServiceNow

Role: Senior Lead Developer ServiceNow

Exp - 8+ years

Location - Hyderabad

Type : Fulltime (Fix term employment)

Work schedule: Hybrid 3 days WFO & 2 Days WFH (2 PM to 11 PM IST)

Mandatory: 8+ years in ServiceNow ITSM, CSM integrations, and production support

Key Responsibilities

• Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
• SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
• Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
• Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
• Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
• Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
• Team Management-Collaborate with team members to resolve open tickets and service requests.
• Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.