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ServiceNow Operations and Incident Lead

4 - 8 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

javascript debugging change management problem management vendor management scripting skills servicenow scripting rest apis workflow automations itilbased incident management

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary The Operations and Incident Lead is responsible for managing major incidents, escalations, and root cause analysis tracking. This role ensures SLA compliance, vendor accountability, and collaborates with process teams to improve response times. The ideal candidate should have scripting skills to analyze and resolve incidents efficiently, guide operations teams, and improve automation within incident workflows. Key Responsibilities Lead incident management, escalations, and major issue resolution. Ensure adherence to SLA commitments and hold vendor teams accountable for performance. Work with Incident, Change, and Problem Management teams to optimize response times. Track root cause analysis (RCA) and drive continuous service improvements. Use ServiceNow scripting (JavaScript, REST APIs, and workflow automations) to analyze and resolve incidents faster. Guide operations teams in troubleshooting and debugging critical platform issues. Serve as the primary escalation point for critical ServiceNow platform issues and operational challenges. Qualifications & Experience Specialist-level experience in incident and operations management within ServiceNow. Strong knowledge of SLA tracking, vendor management, and problem resolution. Experience working with ITIL-based Incident, Change, and Problem Management processes. Hands-on experience in debugging ServiceNow scripts, workflows, and integrations to support operations teams. Ability to lead major incident resolution efforts and coordinate across multiple teams. Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence. Typically has 4-7 years of work experience, preferably in computer programming languages, testing tools, or a related field or an advanced degree with 3-5 years of work experience. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.,

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HP
HP

IT Services and IT Consulting

Palo Alto CA

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