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"I find it incredibly rewarding to be out and see customers enjoying a product I spent my time perfecting."
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Role: ServiceNow Platform Production Support Specialist
Location: Bengaluru/HyderabadExperience: 5 + years to 8yrs
Role Summary
The ServiceNow Platform Production Support Tier 1 Engineer is responsible for providing advanced technical support, troubleshooting platform issues, resolving complex incidents, and supporting configuration-level changes. This role acts as the primary escalation point from Tier 1 support and works closely with Tier 2/platform engineering teams for problem resolution and root cause analysis.
The role requires hands-on ServiceNow platform knowledge, strong troubleshooting skills, and experience managing production environments.
Key Responsibilities
Incident Management
Monitor ServiceNow queues and handle incoming incidents and service requests.
Log, categorize, and prioritize incidents based on impact and urgency.
Perform initial troubleshooting using knowledge articles and standard procedures.
Resolve common issues within defined SLAs.
Escalate unresolved incidents to Tier 2 or Tier 3 teams with proper documentation.
Request Fulfilment
User access requests
Basic configuration requests
Catalog request fulfilment
Tenant Application Code Deployment Requests
Monitoring & Alerts
Monitor system alerts, logs, dashboards, and integrations.
Acknowledge alerts and initiate predefined recovery actions where applicable.
Notify appropriate teams during system outages or performance degradation.
User Support
Provide first-level support to end users via portal, email.
Assist users with navigation and usage of ServiceNow modules.
Maintain clear communication with users regarding incident status and updates.
Documentation & Knowledge Management
Follow standard operating procedures (SOPs) and runbooks.
Create and update knowledge articles for recurring issues.
Maintain accurate ticket documentation and resolution notes.
SLA & Compliance
Ensure adherence to SLAs and operational procedures.
Maintain quality and compliance with support standards.
Participate in shift handovers and daily operational reviews.
Required Skills
Technical Skills
Service Request Management
Knowledge Management
User access issues
Portal navigation
Standard ServiceNow workflows
Integration Flows
Authentications Method
Soft Skills
Strong verbal and written communication
Good customer service mindset
Ability to work in rotational shifts
Strong attention to detail
Ability to follow documented processes
Preferred Qualifications
Weekly Hours:
Time Type:
Location:
It 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.
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