What are the responsibilities and job description for the Java Technical Lead position at Infinite Computer Solutions?
Job description
A ServiceNow Production Support Lead is a senior role responsible for overseeing and managing the production support activities related to ServiceNow, a popular IT Service Management (ITSM) platform. The role combines technical expertise in ServiceNow with leadership skills to ensure smooth operations, efficient issue resolution, and continuous improvement in the system's production environment.
Here's a breakdown of the typical responsibilities and skills associated with the position :
Key Responsibilities :
- Production Support Management :
Oversee the day-to-day operations of ServiceNow in a production environment.
Lead and mentor a team of ServiceNow administrators, developers, and support staff.
Act as the escalation point for high-severity incidents and critical issues.
Oversee the deployment of new features, patches, and updates to the ServiceNow platform.
Ensure that SLAs are met, and the team adheres to agreed-upon response and resolution times.
Support ServiceNow configuration and customization requests.
Provide support for end-users and ensure their issues are resolved in a timely manner.
Monitor system health, performance, and availability using ServiceNow tools and third-party monitoring systems.
Lead efforts for continuous improvement in support processes, automation, and system enhancements.
Required Skills and Qualifications :
Extensive experience with ServiceNow platform, including incident management, problem management, change management, and configuration management.
Proven ability to lead and mentor a team, managing multiple priorities and projects.
Experience in a production support or operations management role, ideally in an enterprise IT environment.
