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

1.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.

2. 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.

3. 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.

4. Performance & Optimization

Monitor platform health, performance metrics, and scalability

Identify bottlenecks and drive optimization initiatives

Ensure high availability and reliability of enterprise systems

5. 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

6. 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

Required Skills & Experience

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