Manager- App/Prod Support (ServiceNow Production Support Manager)
Hyderabad, India
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:
40Time Type:
RegularLocation:
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 BldgIt 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.
Job ID R-114246-1 Date posted 06/30/2026
Benefits
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- Paid Time Off
- Tuition Assistance
- Medical and dental plans
- Discounts
- Training & Development
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