About this role
Location: Bangalore/Hyderabad Experience: 10+ years Employment Type: Full-Time
Key Responsibilities:
Shift Operations Management
• Lead end-to-end ServiceNow production support activities during assigned shifts. • Monitor incident queues, alerts, and system health dashboards. • Ensure all tickets are assigned, prioritized, and progressing within SLA timelines. • Manage shift handover activities between outgoing and incoming teams. • Maintain operational continuity across all support tiers during the shift.
Incident & Major Incident Management
• Act as the primary escalation point during the shift for P1 and P2 incidents. • Initiate Major Incident process and coordinate bridge calls. • Ensure timely resolution and restoration of services. • Track incident progress and ensure frequent stakeholder updates. • Ensure proper documentation of incidents and resolution steps.
SLA & Performance Monitoring
• Monitor SLA adherence across incidents and service requests. • Identify potential SLA breaches and take corrective action. • Ensure tickets are resolved within defined response and resolution timelines. • Generate shift-level reports on ticket status and SLA compliance.
Team Coordination & Supervision
• Supervise Tier 1 and Tier 2 support teams during the shift. • Assign tasks based on priority and resource availability. • Provide guidance to team members for issue resolution. • Ensure team productivity and adherence to operational procedures. • Support onboarding and mentoring of new team members.
Communication & Stakeholder Coordination
• Provide real-time updates to stakeholders during critical incidents. • Communicate system outages and service degradation updates. • Maintain communication logs and incident updates. • Coordinate with infrastructure, application, and integration teams.
Reporting & Documentation
• Prepare shift summary reports including: • Open incidents • Major incidents handled • SLA breaches (if any) • Pending actions
• Ensure knowledge articles are updated based on recurring issues. • Maintain accurate shift logs and handover notes.
Continuous Improvement
• Identify recurring operational issues and recommend improvements. • Suggest automation opportunities to improve efficiency. • Participate in process optimization initiatives. • Support knowledge management and documentation updates.
Required Skills:
Technical Skills
• Strong hands-on experience supporting the ServiceNow platform • Good understanding of: • Incident Management • Problem Management • Change Management • Service Catalog
• Familiarity with: • Business Rules • Workflows / Flow Designer • Integration troubleshooting • System monitoring tools
• Understanding of ServiceNow ticket lifecycle and workflows
Operational Skills
• Experience managing production support operations • Strong knowledge of SLA and escalation management • Experience handling Major Incident processes • Ability to prioritize tasks under pressure • Experience in shift-based support environments
Leadership Skills
• Team supervision and coordination • Decision-making under pressure • Conflict resolution and escalation handling • Mentoring junior team members • Strong organizational skills
Soft Skills
• Excellent communication skills • Strong stakeholder coordination ability • High attention to detail • Ability to multitask across multiple priorities • Calm and structured approach during incidents
Preferred Qualifications
• ServiceNow Certified System Administrator (CSA) – Required • ITIL Foundation Certification – Preferred • Experience managing support teams • Experience handling enterprise-level production environments • Exposure to multi-instance ServiceNow environments
Weekly Hours: 40 Time Type: Regular Location: IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City, IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.