ServiceNow Operations Manager

Responsibilities

• Manage a team of Application support engineers (onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Oversee and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for service level availability of production and non-production environments
• Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
• Represent ServiceNow team to execute organization's Disaster Recovery exercise
• Define and document policies, procedures, standards related to application operations
• Responsible for team's adherence to DTCC's regulatory and IT general controls and support for audit activities, as required
• Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
• Produce performance/SLA reporting metrics for continuous improvement of the operations team
• Provide level 2 engineering support to complement engineering team
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with onshore/offshore team environment across US/India time zone

Minimum Skills Required

• At least 12+ years of experience in IT management with focus on IT Applications operations
• Bachelor's or Master's in Computer Science or equivalent
• Excellent understanding of ServiceNow platform architecture and best practices
• Strong knowledge of ITSM processes and experience with JavaScript and REST APIs
• Understanding of third-party integrations
• Certifications: ServiceNow System Administrator (CSA)
• Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activities
• Adept in handling multiple competing priorities and project deliverables
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences

Preferred Skills

• ServiceNow Development; AI/ML capabilities
• Certifications: Application Development (CAD); ServiceNow Implementation Specialist (CIS) - Discovery, CMDB; ITIL