Senior Manager – ServiceNow Platform

About the role

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., is a global capability center based in Bengaluru. The Senior Manager – ServiceNow Platform leads the ServiceNow platform team, partners with technical teams across geographies, serves as an escalation point for developers and end-users, and oversees projects and implementations within the ServiceNow platform. Responsibilities include leading daily operations, stakeholder collaboration, technical support, project leadership, and team mentoring. The role requires strong knowledge of ServiceNow, ITIL certification, and significant leadership experience.

What you’ll do

• Lead the ServiceNow platform team developers within FCI and ensure adherence to Bank policies and reliability/scalability of operations.
• Partner with technical teams across multiple geographies to lead projects and implementations solutions within the ServiceNow platform.
• Serve as an escalation point for developers and end-users for FCI operations while partnering with platform owner and manager, as appropriate.
• Lead new initiatives for the ServiceNow platform which includes spanning hardware platforms, operating systems, and database management systems.
• Coordinate communication and application and data integration methods for new technologies.
• Perform planning and documentation throughout support activities.
• Lead processes related to strategic designs and implementations, backup, recovery, data security, and other disaster recovery functions.
• Resolve complex technical problems and failures and automate tasks for improved efficiencies.
• Lead assigned technical projects ensuring accurate, timely, and quality delivery of project objectives.
• Guide the development and execution of project tasks.

What you’ll bring

• Bachelor’s degree in Computer Science, Information Security, or equivalent work experience
• Minimum 12+ years of IT operation or infrastructure experience, including significant experience in a leadership role.
• Strong knowledge of ServiceNow Platform and enterprise infrastructure.
• Hands‑on experience with ServiceNow configuration and design (ITSM, ITOM, CSM, HR, etc.)
• Excellent leadership and communication management skills.
• ITIL Certificate is Mandate and ServiceNow Certified Administrator are a plus.
• Must possess excellent written and verbal communication skills.
• Must have experience working within an enterprise level organization with complex infrastructures.
• Must have 8+ or more years of experience with the design, development, administration and support of the ServiceNow platform.
• 5 or more years of experience with JavaScript, CSS, HTML, and Web Service APIs.
• Must have 5 or more years of experience working with ServiceNow Configuration Management Databases (CMDB).

Skills

Education

Bachelor