Job Description

Work location - Pune

WO value -280k

Preferred Requirements 

• ServiceNow CSA (mandatory); CIS (ITSM ) preferred.
• Need 10 + years exp into Servicenow.
• Proven experience acting as a ServiceNow Platform or Integration Architect, with hands-on ownership of design and production outcomes in a large, complex enterprise environment, primary ownership of enterprise integration architecture in a large, complex environment
• Prior exposure to telco domain, regulated, or high-availability operational landscapes preferred

Primary Responsibilities include:

• Own end-to-end technical architecture and governance of the ServiceNow platform across ITSM, ITOM (Discovery, CMDB), Integrations, and SecOps.
• Act as the final technical authority for platform design decisions, integration patterns, and custom development standards.
• Design, govern, and troubleshoot complex enterprise integrations, including API gateway / ESB / SIAM BUS–style architectures, custom integration framework, with full accountability for production stability and failure handling.
• Demonstrate deep hands-on expertise in ServiceNow integrations, including custom REST/SOAP integrations, orchestration logic, and supporting utilities.
• Lead and mentor development teams, ensuring solutions are BAU-ready, supportable, and aligned with platform standards.
• Support CMDB integrity and audit readiness, including Discovery strategy, identification/reconciliation rules, and CI ownership.
• Perform technical impact analysis and root cause analysis for major incidents, delivering permanent remediation designs.
• Define and maintain runbooks, escalation models, and operational documentation enabling BAU teams to operate independently.
• Govern custom development (Script Includes, Business Rules, Flow Designer, scoped apps) with a focus on long-term maintainability and upgrade safety.
• Collaborate with multiple vendors and internal stakeholders, enforcing clear ownership boundaries and architectural compliance.
• Support security-driven use cases, including certificate-based integrations, secure credential handling, and operational SecOps workflows.

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Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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