ServiceNow Operations Lead – TSM/OMT

🔥 6 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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NewRocket

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

NewRocket is a top global ServiceNow partner, providing a wide range of services and solutions to help enterprise leaders solve complex business problems. They specialize in advisory and transformation services, design and implementation, managed services, and more, focusing on improving customer and employee experiences through the use of the ServiceNow platform. Their solutions include platforms and integrations, security, risk, and resilience, as well as technology excellence. NewRocket serves a variety of industries including education, healthcare, financial services, and the public sector, among others, and is known for their expertise in UI and UX design as well as their ability to enhance workflows and improve business processes efficiently.

📋 Description

• Lead day-to-day operations and support for ServiceNow-based telecom processes and workflows • Monitor platform and process performance and ensure timely resolution of operational issues • Coordinate with ServiceNow technical teams on defects, enhancements, integrations, and automation opportunities • Identify recurring issues and drive root-cause analysis and permanent corrective actions • Manage telecom operational workflows, exceptions, fallouts, escalations, and customer-impacting issues • Own SLA monitoring and governance across operational processes • Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics • Establish escalation mechanisms for SLA risks and breaches • Conduct operational reviews and provide actionable insights to stakeholders • Drive corrective and preventive actions to improve SLA compliance and performance • Lead and coordinate the operations team, including workload allocation, priorities, shift coverage, and escalations • Establish standard operating procedures, controls, and governance mechanisms • Ensure knowledge management, documentation, and operational readiness • Support transition of new processes and services into steady-state operations • Identify automation, standardization, and process optimization opportunities • Act as the primary operations interface for customer and internal stakeholders • Conduct service reviews and communicate performance, risks, issues, and improvement plans • Coordinate with developers, architects, telecom SMEs, business teams, and customer stakeholders • Manage critical incidents and escalations through timely communication and structured resolution

🎯 Requirements

• 5+ years of experience in IT/telecom operations, service management, or managed services • Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes • Good understanding of telecom business processes and service operations • Strong experience in SLA, KPI, incident, problem, escalation, and performance management • Experience managing operations teams in a 24x7 or SLA-driven environment • Strong analytical and problem-solving skills • Experience in stakeholder management and customer-facing operations • Good understanding of ITIL/service management principles • Strong communication, presentation, and reporting skills • Ability to work across business, operations, and technology teams • ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization preferred • Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory preferred • Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules preferred • Experience with operational dashboards, reporting, and tools such as Power BI preferred • Experience in process improvement, automation, and operational transformation preferred • Experience managing transitions from implementation/project teams into steady-state operations preferred

🏖️ Benefits

• Healthy work-life balance • Collaborative and innovative culture • Professional growth support • Diversity and inclusion commitment • Equal opportunity workplace • Disability accommodation support