ServiceNow ITSM Engineer
Openkyber
About Us: OpenKyber is a trusted global IT talent partner helping Fortune 500 companies, system integrators, and enterprise organizations build high-performing technology teams. With over 16 years of industry expertise, we combine speed, precision, and market intelligence to deliver exceptional talent across today's most in-demand technologies.
About the Job- We are looking for an experienced ITSM Manager to join one of our enterprise client engagements. The ideal candidate should have strong expertise in ServiceNow, Java, Spring Boot, HTML, CSS, Google Cloud Platform along with experience working in fast-paced enterprise environments.
Job Description: We are seeking an experienced Technical Service Manager to lead production support, incident management, and service delivery for enterprise applications. The ideal candidate will have strong expertise in IT Service Management (ITSM), Java technologies, ServiceNow, and Production Operations, with the ability to manage client interactions, resolve critical incidents, and drive continuous service improvements. Experience supporting eCommerce platforms and Google Cloud Platform (Google Cloud Platform) environments is highly preferred.
Key Responsibilities:- Manage the end-to-end lifecycle of ServiceNow tickets, including incidents, problems, and service requests.
- Lead daily client stand-up meetings to review production issues, priorities, and ongoing updates.
- Prepare and deliver Monthly Service Review (MSR) presentations, highlighting KPIs, SLAs, incident trends, and service improvements.
- Monitor production incidents, perform root cause analysis, and implement preventive measures through problem management and automation.
- Support and maintain multiple integrated enterprise applications, ensuring high availability and performance.
- Monitor data feeds, scheduled jobs, and application health, resolving issues proactively.
- Troubleshoot application, integration, and system-level issues using logs, monitoring, and alerting tools.
- Collaborate with development, infrastructure, cloud, and business teams to ensure timely issue resolution.
- Ensure ITSM best practices are followed, including Incident, Problem, Change, and Service Request Management.
- Maintain technical documentation and contribute to process improvements and operational excellence.
- 8+ years of experience in Technical Service Management, Production Support, or Application Support.
- Strong knowledge of ITSM processes and ServiceNow.
- Hands-on experience with: Core Java Spring Boot & Spring Core Microservices RESTful APIs JavaScript, HTML, CSS Networking, and API integrations
- Experience supporting enterprise applications in production environments.
- Knowledge of Google Cloud Platform (Google Cloud Platform).
- Experience with eCommerce or Digital Experience platforms.
- Strong understanding of Production Operations, Incident Management, and Service Delivery.
- Excellent client communication, stakeholder management, and presentation skills.
- Experience leading cross-functional teams and driving service excellence.
For applications and inquiries, contact:View email address on us.fitly.work
Vacancy posted 2 days ago
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