HP ServiceNow Operations Incident Lead 

India, Karnataka, Bengaluru 

499245014

ServiceNow Operations and Incident Lead

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.• 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.

Full time

No shift premium (India)

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