Manager- App/Prod Support (ServiceNow Production Support Manager)

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.