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Sr Associate Software Engineering Service Now Production Support Hyderabad

1.00 to 10.00 Years   Hyderabad   17 Aug, 2026
ATT Communication Services
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Role: ServiceNow Platform Production Support/Senior Associate Engineer Tier 1. Location: Bengaluru/Hyderabad. Experience: 2 yrs to 4yrsRole SummaryThe ServiceNow Platform Production Support Tier 1 Senior Associate Engineer is responsible for providing first-level technical support for the ServiceNow platform. This role focuses on incident logging, initial troubleshooting, user support, request fulfilment, and timely escalation to higher support tiers when required. The ideal candidate should have deep ServiceNow knowledge, robust communication skills, and the ability to work in a quick-paced support environment.Key ResponsibilitiesIncident ManagementMonitor 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 FulfilmentUser access requestsBasic configuration requestsCatalog request fulfilmentTenant Application Code Deployment RequestsEnsure requests are completed within SLA timelines.Monitoring AlertsMonitor 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 SupportProvide first-level support to end users via portal, email.Assist users with navigation and usage of ServiceNow modules.Maintain transparent communication with users regarding incident status and updates.Documentation Knowledge ManagementFollow standard operating procedures (SOPs) and runbooks.Create and update knowledge articles for recurring issues.Maintain accurate ticket documentation and resolution notes.SLA ComplianceEnsure adherence to SLAs and operational procedures.Maintain qual .

Keyskills :
ServiceNowincident managementtroubleshootinguser supportSLA managementknowledge managementcommunication skills

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