{"id":1905513,"url":"https://alion.io/job/att-senior-servicenow-engineer-platform-operation-and-reliability","title":"Senior ServiceNow Engineer – Platform Operation and Reliability","company":{"id":1753140,"name":"AT&T","domain":"att.com","url":"https://alion.io/company/att-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Radancy","truth_index":{"grade":"A","score":97,"open_postings":94,"ghost_share":0,"stale_share":0.085,"repost_share":0.064,"time_to_fill_p50_days":27,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17500,"max_usd":41000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":65},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"ITIL","optional":true}],"status":"closed","first_seen_at":"2026-10-05T12:48:37Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-30T14:15:54Z","board_verified":false,"closed_at":"2026-10-30T14:15:54Z","days_open":25,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":25},"description":"Role Summary\nThe ServiceNow Platform Operation and Reliability is responsible for leading end-to-end ServiceNow platform support operations across Tier 1 and Tier 2 teams. This role oversees production stability, service delivery, incident management, and continuous platform improvement while ensuring SLA compliance and stakeholder satisfaction.\nThis role will be responsible for driving reliability, availability, scalability, and operational excellence of the enterprise ServiceNow platform. This role combines Site Reliability Engineering (SRE), platform operations leadership, service governance, automation, observability, and production support strategy. The Platform Operations Lead acts as the primary escalation point for critical incidents, drives operational excellence, and provides leadership across multi-instance ServiceNow environments.\nExperience: 10+ years\nKey Responsibilities\nProduction Support Leadership\nLead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams.\n\nEnsure platform availability, reliability, and performance across environments.\n\nManage support operations for multiple ServiceNow modules and instances.\n\nDefine and maintain support processes, workflows, and escalation models.\n\nOversee shift operations including 24x7 support structures.\n\nActive Participation in Platform Clone/Upgrade Activity.\n\nIncident & Major Incident Management\nAct as the primary escalation point for P1 and P2 incidents.\n\nLead Major Incident bridges and ensure timely resolution.\n\nDrive Root Cause Analysis (RCA) and corrective actions.\n\nTrack incident trends and implement preventive measures.\n\nEnsure SLA and OLA adherence across all support tiers.\n\nService Delivery & Governance\nOwn overall ServiceNow support service delivery.\n\nDefine KPIs, SLAs, and operational metrics.\n\nConduct service reviews with stakeholders and leadership.\n\nEnsure compliance with governance standards and best practices.\n\nDrive operational maturity and service improvements.\n\nTeam Leadership & People Management\nLead and mentor Tier 1 and Tier 2 support teams.\n\nManage team capacity planning and resource allocation.\n\nConduct performance reviews and skill development planning.\n\nIdentify training needs and drive capability building.\n\nFoster a collaborative and high-performance team culture.\n\nPlatform Stability & Continuous Improvement\nIdentify recurring issues and drive permanent fixes.\n\nPromote automation and platform optimization initiatives.\n\nImprove platform performance and operational efficiency.\n\nDrive knowledge management and documentation maturity.\n\nImplement proactive monitoring strategies.\n\nStakeholder & Vendor Management\nAct as the primary point of contact for business stakeholders.\n\nCoordinate with infrastructure, security, and integration teams.\n\nManage vendor relationships and support transitions if applicable.\n\nProvide executive-level reporting on platform health and performance.\n\nRelease & Change Governance\nOversee change and release activities across environments.\n\nEnsure smooth production deployments and stabilization.\n\nReview high-risk changes and approve deployment readiness.\n\nSupport release planning and execution strategies.\n\nRequired Skills\nTechnical Skills\nStrong hands-on experience with ServiceNow platform administration and development\n\nExpertise in core modules such as:\nITSM\n\nService Catalog\n\nCMDB\n\nKnowledge Management\n\nChange and Incident Management\n\nGood understanding of:\nIntegrations (REST/SOAP APIs)\n\nMID Servers\n\nPerformance tuning\n\nData management\n\nExperience supporting multi-instance ServiceNow environments\n\nKnowledge in Performance management, resiliency engineering\n\nKnowledge of release and deployment processes\n\nExperience in NowAssist and AI Capabilities\n\nLeadership Skills\nStrong team leadership and mentoring capabilities\n\nExperience managing large, distributed teams\n\nStrong incident leadership experience\n\nStrategic thinking and operational planning ability\n\nStakeholder management and executive communication\n\nSoft Skills\nStrong decision-making ability under pressure\n\nExcellent communication and reporting skills\n\nAbility to manage multiple priorities\n\nStrong analytical and problem-solving mindset\n\nHigh accountability and ownership\n\nPreferred Qualifications\nServiceNow Certified System Administrator (CSA) - Required\n\nServiceNow Certified Application Developer (CAD) - Preferred\n\nITIL Foundation / ITIL Intermediate - Preferred\n\nExperience managing enterprise-scale ServiceNow support environments\n\nExperience supporting global 24x7 support models\n\nExposure to platform governance frameworks\n\nExposure to AWS, Azure\n\nTeam Scope Typically Managed\nTypical team size:\n15-30+ team members across shifts\n\nIdeal Candidate Profile\nHas deep ServiceNow production support experience\n\nComfortable handling high-pressure incident situations\n\nStrong people leader who can balance technical depth with delivery ownership\n\nExperienced in building and scaling support teams\n\nGood at driving operational maturity and automation\n\nWeekly Hours:\n40Time Type:\nRegularLocation:\nIND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator BldgAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.","description_format":"text","description_chars":5982,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-05T12:48:37Z"},{"event":"close","at":"2026-10-30T14:15:54Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/att-senior-servicenow-engineer-platform-operation-and-reliability","json_url":"https://alion.io/job/att-senior-servicenow-engineer-platform-operation-and-reliability.json","meta":{"generated_at":"2026-11-02T01:26:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2241,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1753140},"rest":"https://alion.io/mcp/rest/get_company?id=1753140"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fatt-senior-servicenow-engineer-platform-operation-and-reliability"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fatt-senior-servicenow-engineer-platform-operation-and-reliability"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fatt-senior-servicenow-engineer-platform-operation-and-reliability"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/att-senior-servicenow-engineer-platform-operation-and-reliability\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fatt-senior-servicenow-engineer-platform-operation-and-reliability"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1905513}},{"tool":"search_jobs","arguments":{"company":"att.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1905513},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}