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Track Manager (Tools & Automation)

HCLTech·Noida

Pay not stated10–18 yrsFull-time
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About the role

ServiceNow Production Support Lead (L3) Role Summary The ServiceNow Production Support Lead (L3) is responsible for ensuring the stability, availability, and performance of the ServiceNow platform. This role leads critical incident management, drives platform governance, oversees production support operations, and collaborates with stakeholders to deliver a seamless ServiceNow experience.

What you'll do

  • Lead L3 production support for ServiceNow ITSM and related modules
  • Manage major incidents, escalations, root cause analysis (RCA), and problem management
  • Monitor platform health, performance, integrations, and service availability
  • Coordinate with ServiceNow developers, administrators, vendors, and business stakeholders to resolve complex issues
  • Support releases, upgrades, patches, and change implementation activities

What you need

  • 10–18 yrs of experience
  • ServiceNow
  • ITIL
  • Root cause analysis
  • B.Tech or B.E. or B.Sc or BCA

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