About this role
Team & Role
Our Account Escalation Analysts (AEA) team represents the technical pinnacle of Global Technical Support, comprising senior engineers who provide expert-level technical leadership on ServiceNow's most complex customer escalations. The team conducts deep-dive systemic investigations into platform issues, driving resolution through sophisticated technical analysis and cross-functional collaboration while delivering exceptional customer outcomes.
ServiceNow is transforming how modern enterprises operate. To sustain our growth and maintain our technical excellence, we seek a technically proficient manager who can lead our Hyderabad AEA team through increasingly complex platform challenges.
We are seeking a Manager, Account Escalation Analysts who combines deep technical expertise with proven leadership capabilities to guide our Hyderabad team.
What You Get to Do in This Role
This highly visible role requires both hands-on technical involvement and strategic leadership. You'll manage a team of senior engineers working on ServiceNow's most challenging technical escalations, often involving deep Java debugging, complex distributed system issues, and multi-week investigations. You'll balance tactical execution with strategic initiatives, including advancing our predictive escalation capabilities and ML-driven operational models.
This is a technical leadership role requiring active involvement in complex problem-solving—not a sales or sales support function.
Key Responsibilities
Technical Leadership
Provide technical guidance on complex Java-based ServiceNow platform issues, including distributed application debugging and performance troubleshootingReview and validate technical investigation approaches for multi-week deep-dive escalationsMaintain hands-on technical proficiency to coach senior engineers through sophisticated platform challengesCollaborate with Engineering, Product, and Impact teams on systemic issue resolutionDrive technical quality and accuracy in root cause analysis and resolution documentationOperational & Strategic Management
Lead predictive escalation operations through proactive customer engagementOversee the execution of strategic initiatives, including AI/ML tool deployment and process automation projectsAnalyze operational data to identify improvement opportunities Scale predictive capabilities across People Leadership
Coach and mentor a team of highly advanced technical resources through servant leadershipFoster an environment of technical excellence, continuous learning, and innovationManage team capacity, skill development, and succession planning for specialized technical expertiseDrive retention of critical technical talent through meaningful development opportunitiesEnsure transparent communication about technical challenges, wins, and business contextCustomer & Stakeholder Management
Ensure consistent, excellent service delivery on the most demanding customer escalationsBuild trust with customers through technical credibility and follow-throughCollaborate with global AEA leadership on process improvements and best practice sharing To be successful in this role you have:
9+ years in Technical Support, Platform Engineering, or Service Management with escalating technical complexity4+ years managing or leading technical teams, with demonstrated ability to coach senior-level engineersStrong Java proficiency with experience debugging enterprise applications and distributed systemsDeep understanding of web application architectures, including load balancing, caching, database optimization, and performance tuningDatabase administration experience including query optimization, scaling strategies, and troubleshooting at enterprise scaleCloud architecture expertise with modern distributed systems, containerization, and platform-as-a-service environmentsProven ability to lead technical investigations involving multiple teams and complex system interactionsDemonstrated "customer first" mindset combined with technical problem-solving rigorExceptional analytical skills with ability to synthesize complex technical information for diverse audiencesExcellent written and verbal communication skills, including technical documentation and executive presentationsHands-on leadership style—willing to dive into technical details when neededTrack record of building commitment and driving change in technical organizationsHigh integrity, dependability, and ethical standards in both technical and people decisionsPreferred:
ServiceNow platform expertise: administration, development, or implementation experienceITIL/ITSM framework knowledge and practical applicationPredictive analytics/ML operations experience, including model validation and effectiveness measurementExperience with big data platforms and visualization tools (e.g., Tableau, PowerBI)Background in systematic debugging methodologies for complex, intermittent issuesFamiliarity with log analysis, monitoring tools, and observability platformsExperience managing technical teams in remote/hybrid environmentsPrior exposure to incident management at scale and proactive prevention strategiesWhat Makes You Successful
You thrive at the intersection of technical depth and people leadership. You're as comfortable reviewing a thread dump analysis as you are coaching engineers through career development conversations. You bring intellectual curiosity to complex technical problems and translate that into sustainable operational improvements. You lead by example, building credibility through technical competence while creating an environment where your team can do their best work.
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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