Posted:1 day ago|
Platform:
On-site
Part Time
Welcome to Warner Bros. Discovery… the stuff dreams are made of.
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role:
The Manager, ServiceNow Administration will play a critical leadership role in managing the support and administration of the ServiceNow platform. Based in Hyderabad, this role will lead a team of administrators and support specialists to ensure the stability, performance, and continuous improvement of the platform. Reporting to the Director of Platform Engineering, this role is essential for maintaining operational excellence, driving platform enhancements, and ensuring alignment with enterprise service delivery goals.
This role requires deep expertise in ServiceNow administration, including incident and request management, platform upgrades, performance tuning, and release coordination. The ideal candidate will be a hands-on leader who can balance technical oversight with team development and stakeholder engagement.
Your Role Accountabilities:
Platform Operations & Support Strategy
Lead the day-to-day operations of the ServiceNow support function, including incident, request, and problem management.
Develop and implement support strategies, SLAs, and KPIs to ensure timely and effective resolution of platform issues.
Serve as the primary escalation point for complex or high-impact incidents and coordinate resolution efforts across teams.
Ensure platform stability and availability through proactive monitoring, health checks, and performance tuning.
Team Leadership & Administration Oversight
Manage a team of ServiceNow administrators, providing coaching, mentorship, and performance feedback.
Assign and prioritize support tickets, monitor workloads, and ensure balanced team performance.
Foster a collaborative and high-performing team culture focused on continuous improvement and service excellence.
Support career development and training initiatives to build platform expertise within the team.
Platform Maintenance & Release Management
Oversee routine platform maintenance, including patching, major and minor upgrades, and system configurations.
Facilitate and coordinate weekly and project-based releases, ensuring minimal disruption and successful deployment.
Collaborate with development and architecture teams to resolve recurring issues and implement long-term fixes.
Maintain documentation for platform configurations, support procedures, and release schedules.
Stakeholder Engagement & Continuous Improvement
Collaborate with business stakeholders, product owners, and technical teams to understand support needs and platform priorities.
Communicate platform health, incident trends, and improvement plans to leadership and stakeholders.
Identify opportunities for automation, optimization, and self-service enhancements to improve user experience.
Lead root cause analysis and problem management efforts to reduce incident recurrence and improve platform reliability.
Qualifications & Experiences:
7+ years of experience in ServiceNow administration or platform support, with at least 2 years in a leadership or managerial role.
Strong expertise in ServiceNow core modules (e.g., ITSM, CMDB, Incident, Change, Request) and platform administration.
Proven experience managing platform upgrades, patching, and release coordination in a complex enterprise environment.
Excellent problem-solving, communication, and stakeholder management skills.
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Not Required but Preferred Experience:
ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS).
ITIL v4 Foundation or higher certification.
Experience with Agile methodologies and DevOps practices.
Familiarity with performance analytics, monitoring tools, and platform governance frameworks.
How We Get Things Done…
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.
Warner Bros. Discovery
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3.00008 - 5.0 Lacs P.A.
Hyderabad, Telangana, India
Salary: Not disclosed
3.00008 - 5.0 Lacs P.A.
Hyderabad, Telangana, India
Salary: Not disclosed
