Role Summary The ServiceNow Production Support Lead (L2) 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. Key Responsibilities Lead L2 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. Drive platform stability, service improvements, and operational excellence initiatives. Ensure compliance with SLA, governance, and ServiceNow best practices. Mentor support teams and provide technical leadership. Required Skills Strong ServiceNow platform expertise (ITSM, CMDB, Service Catalog, Change, Incident, and Request Management). Experience in Production Support, Incident Management, and Problem Management. Knowledge of ServiceNow integrations, workflows, and platform architecture. Strong troubleshooting, stakeholder management, and communication skills. Understanding of ITIL processes and service operations. Qualifications Bachelor's degree in IT, Computer Science, or related field. 10+ years of ServiceNow experience, including Production Support leadership. ServiceNow CSA/CIS and ITIL certifications preferred. Success Measures High ServiceNow platform availability and performance. Reduced incident recurrence and faster resolution times. SLA compliance and improved user satisfaction. Successful delivery of platform stability and continuous improvement initiatives.
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HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
