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Sr Associate App/Prod Support- Service Now Production support- Tier 1 at AT&T - ApplyBlast

Sr Associate App/Prod Support- Service Now Production support- Tier 1

AT&T

4 months ago

3.4 on Glassdoor

Bengaluru, India

Onsite

Full Time

Senior

0 applicants

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About this role

The ServiceNow Platform Production Support Senior Associate Engineer provides first-level technical support for the ServiceNow platform, focusing on incident logging, initial troubleshooting, and user request fulfillment. This role involves monitoring system alerts, managing standard service requests, and escalating complex issues to higher tiers while maintaining strict adherence to Service Level Agreements. Candidates must possess deep knowledge of ServiceNow modules and ITIL concepts to ensure timely resolution and effective documentation of recurring issues.

Responsibilities

Monitor ServiceNow queues and handle incoming incidents
Log, categorize, and prioritize incidents based on impact
Perform initial troubleshooting using knowledge articles
Resolve common issues within defined SLA timelines
Escalate unresolved incidents to Tier 2 or Tier 3 teams

Skills

Qualifications

ServiceNow Certified System AdministratorServiceNow Certified Implementation SpecialistITIL Foundation Certification

About AT&T

att.com

Headquarters

Dallas, Texas, United States

Company Size

10001+ employees

Founded

1876

View Profile

AT&T is a leading telecommunications provider offering wireless service and home internet (AT&T Fiber). The site features promotions on smartphones and unlimited data plans, with 24/7 support and tools to pay bills and manage accounts online.