{"id":779307,"url":"https://alion.io/job/plat4mation-4m-india-tc-managed-services","title":"4M India-TC - Managed Services","company":{"id":693972,"name":"Plat4mation","domain":"plat4mation.com","url":"https://alion.io/company/plat4mation","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"C","score":66,"open_postings":16,"ghost_share":0.563,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"junior","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":20000,"max_usd":51000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":194},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-31T06:13:21Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-09-24T09:57:42Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":23},"description":"About the Role\nWe are looking for a ServiceNow Managed Services Technical Consultant to join our offshore delivery organization in India. In this ticket-driven, customer-facing role, you will support global customers by handling incidents, service requests, problems, and minor enhancements through structured managed services workflows. You will work closely with customers, onshore Service Delivery Managers, and internal teams to ensure reliable, high-quality ServiceNow platform operations, meet SLAs, and drive continuous service improvement. Flexibility to support an optional on-call and rotational shift model (24x7) may be required for specific engagements. Participation is selective and compensated separately as per defined support policies.\nWhat Will You Do?\nAs a Managed Services Technical Consultant, you will take ownership of ServiceNow tickets end-to-end, ensuring timely resolution, proactive communication, and consistent service quality. You will play a key role in maintaining platform stability and customer satisfaction.\nKey Responsibilities\nManaged Services and Operational Delivery\nHandle incidents, service requests, problems, and minor enhancements on the ServiceNow platform.\nOwn tickets end-to-end, from analysis and resolution to closure and documentation.\nEnsure adherence to SLAs, OLAs, and priority models.\nActively monitor queues and proactively pick up tickets.\nProvide clear, customer-ready troubleshooting updates in tickets.\nParticipate in rotational shifts covering global time zones.\nParticipate in weekday and weekend on-call support, on a rotational basis.\nPerform customer platform upgrades\nTechnical Delivery & Platform Support\nConfigure and support ServiceNow modules including:\nITSM (mandatory)\nITOM, ITAM, CMDB / CSDM, HRSD, IRM, SecOps (as applicable)\nPerform configuration and development tasks such as:\nBusiness Rules, Client Scripts, UI Policies\nFlows and Workflow Designer\nScript Includes and integrations\nSupport data imports, minor upgrades, patches, and platform maintenance.\nPerform root cause analysis for recurring issues and contribute to permanent fixes.\nCustomer & Stakeholder Interaction\nAct as a customer-facing consultant, communicating clearly and professionally.\nProvide regular status updates and manage customer expectations.\nParticipate in customer calls for ticket discussions, escalations, and service reviews.\nContribute to improved CSAT and NPS outcomes.\nQuality, Knowledge & Continuous Improvement\nMaintain high standards of ticket hygiene and documentation.\nCreate and maintain knowledge articles and reusable solutions.\nIdentify automation opportunities to reduce manual effort and ticket volumes.\nSupport continuous service improvement initiatives.\nCollaboration & Team Contribution\nWork closely with onshore delivery leads and global teams.\nSupport junior team members through guidance and knowledge sharing.\nAdhere to delivery standards, security, and compliance requirements.\nContribute to a positive, collaborative team culture.\nWhat We Ask\nBachelor’s degree in Engineering, Computer Science, or a related field.\n1 to 8 years of experience in a ServiceNow managed services or support environment.\nStrong experience in a ticket-based, customer-facing role.\nSolid understanding of ITIL processes and managed services operations.\nHands-on experience with ServiceNow ITSM (mandatory).\nExperience working with SLAs, priorities, and queue-based support models.\nServiceNow CIS certifications are a strong advantage.\nWillingness to work in rotational shifts and weekday/weekend on-call schedules.\nFluent in English with strong written and verbal communication skills.\nProactive, dependable, and accountable for outcomes.\nWhat Makes You Successful in This Role\nYou take full ownership of tickets until resolution.\nYou communicate proactively, especially during incidents and escalations.\nYou are flexible and dependable in a managed services environment.\nYou focus on long-term stability, not just quick fixes.\nYou thrive in a structured, SLA-driven support model.","description_format":"text","description_chars":4037,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Financial Services","Information Technology"],"lifecycle":[{"event":"open","at":"2026-09-12T00:11:41Z"}],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.386,"p_room":0.45,"age_days":23,"expected_fill_days":12,"reasons":["conf:14","stale_co","velocity","win:tail","comp:junior"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/plat4mation-4m-india-tc-managed-services","json_url":"https://alion.io/job/plat4mation-4m-india-tc-managed-services.json","meta":{"generated_at":"2026-09-25T01:35:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1624,"day_limit":5000,"remaining_today":3376,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}