ServiceNow Associate Director Application Support Engineering

Job Title : ServiceNow Associate Director Application Support Engineering

Job Location : Coppell, TX

Job Type : FTE

JOB DESCRIPTION :

Your Primary Responsibilities :

• Manage a team of Application support engineers(onshore / offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
• Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for service level availability of production and non-production environments
• Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
• Represent ServiceNow team to implement organization's Disaster Recovery exercise
• Define and document policies, procedures, standards related to application operations
• Responsible for team's adherence to Clients regulatory and IT general controls and support for audit activities, as required
• Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
• Produce performance / SLA reporting metrics for continuous improvement of the operations team
• Provide level 2 engineering support to complement engineering team
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with onshore / offshore team environment across US / India time zones

Qualifications :

Talents Needed for Success :