ServiceNow Engineering Operations Manager
On-siteBengaluru, Karnataka, India or Hyderabad, Telangana, India
Job Summary
Lead the day-to-day engineering and operations of the ServiceNow platform, focusing on ITSM modules including Incident, Problem, Change, Request, Knowledge, and CMDB. Design and oversee platform architecture, configurations, integrations, and customizations while managing upgrades, patches, and release cycles with minimal user disruption. Serve as the technical escalation point for complex issues and act as the primary contact for client engagements, translating business requirements into technical solutions. Manage and mentor a team of engineers, handling hiring, performance reviews, and career development alongside project roadmap planning. Partner with cross-functional teams to align initiatives with organizational goals and establish best practices for development, testing, and documentation. Monitor platform performance, security, and compliance to drive continuous improvement.
Required Qualifications
- 10–15 years of overall IT experience
- substantial hands-on experience in ServiceNow engineering and administration
- Deep, demonstrated expertise in ITSM processes and their configuration within ServiceNow (Incident, Problem, Change, Request Management)
- Proven experience managing or leading a technical team, including performance management and mentoring
- Direct experience working with external or internal clients, including gathering requirements and presenting technical solutions to non-technical stakeholders
- Strong working knowledge of ServiceNow architecture, scripting (JavaScript, Glide API), workflows, and integrations (REST/SOAP APIs, MID Server)
- Experience managing ServiceNow upgrades, release management, and platform governance
- Solid understanding of ITIL framework and practices
- Excellent verbal and written communication skills, with the ability to move comfortably between technical and business conversations
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
Desired Qualifications
- ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), or Certified Application Developer (CAD)
- ITIL v4 Foundation certification or higher
- Experience with additional ServiceNow modules, such as CMDB/Discovery, HRSD, SecOps, or ITOM
- Familiarity with Agile or Scrum project delivery methods
- Experience working in a managed services or consulting environment with multiple concurrent clients
- Exposure to scripting or automation tools beyond ServiceNow (e.g., PowerShell, Python)
- Prior experience building out ServiceNow practices or teams from the ground up
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