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110 ServiceNow Jobs

Manager, Technical Support Management

3-4 years

Hyderabad / Secunderabad, Ahmedabad

1 vacancy

Manager, Technical Support Management

ServiceNow

posted 14hr ago

Job Description

Job Description

What you get to do in this role:

  • Profound knowledge and experience in managing and exceeding Support KPI s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent the Platform, Product and ServiceNow effectively with customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department s vision, mission and values.
Qualifications

To be successful in this role you have:

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include usi

Employment Type: Full Time, Permanent

Read full job description

Prepare for Technical Support roles with real interview advice

Top ServiceNow Technical Support Interview Questions

Q1. Set Matrix Zeros Problem Statement Given an N x M integer matrix, if an element is 0, set its entire row and column to 0's, and return the ... read more
Q2. Pythagorean Triplets Detection Determine if an array contains a Pythagorean triplet by checking whether there are three integers x, y, and ... read more
Q3. K-th Smallest Element in BST Your task is to find the ‘K-th’ smallest element in a given Binary Search Tree (BST). Explanation: A Binary Se ... read more
View all 97 questions

What people at ServiceNow are saying

What ServiceNow employees are saying about work life

based on 382 employees
84%
89%
76%
94%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

ServiceNow Benefits

Submitted by Company
Annual Professional Growth Support
Financial & Retirement Benefits
Insurance, Health & Wellness Benefits
Perks & Discounts
Family & Parental Benefits
Generous Vacation & Time Off
Submitted by Employees
Work From Home
Cafeteria
Health Insurance
Free Food
Job Training
Gymnasium +6 more
View more benefits

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ServiceNow Hyderabad / Secunderabad Office Location

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Hyderabad Office
Service Now, Level 3, Block C, iLabs Centre, Inorbit Mall Road, Madhapur Hyderabad
Telangana 500081

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