TECHNICAL LEAD L1(CONTRACT)

• Design, develop, and customize ServiceNow applications across HRSD and related modules.
• Integrate ServiceNow with DevOps tools (CI/CD pipelines) to enable automated change, build, and release workflows.
• Implement and manage release management processes, ensuring smooth, controlled, and compliant deployments.
• Enable bi-directional connectivity between ServiceNow and DevOps platforms (e.g., Azure DevOps, GitLab, Jenkins).
• Leverage ServiceNow AI capabilities (Virtual Agent, Predictive Intelligence, AIOps) for automation, incident reduction, and service optimization.
• Support DevOps-driven change management, deployment tracking, and environment synchronization.
• Ensure adherence to enterprise SDLC, governance, audit, and control standards.
• Collaborate with platform, DevOps, and infrastructure teams to deliver end-to-end solutions.

• Strong hands-on experience in ServiceNow development and customization.
• Experience integrating ServiceNow with DevOps CI/CD tools.
• Solid understanding of release and change management in DevOps environments.
• Exposure to ServiceNow AI use cases (Virtual Agent, AI Search, Predictive Intelligence, AIOps).
• Knowledge of REST APIs, web services, and automation frameworks.
• Experience working in Agile / DevOps delivery models.
• Strong communication skills and ability to work with cross-functional teams.

• ServiceNow certifications
• Experience with cloud platforms (Azure preferred)
• Exposure to AI-driven IT operations and automation

• Oversee and support process by reviewing daily transactions on performance parameters

• Review performance dashboard and the scores for the team
• Support the team in improving performance parameters by providing technical support and process guidance
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Ensure standard processes and procedures are followed to resolve all client queries
• Resolve client queries as per the SLA’s defined in the contract
• Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by monitoring compliance with service agreements

• Handle technical escalations through effective diagnosis and troubleshooting of client queries

• Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
• If unable to resolve the issues, timely escalate the issues to TA & SES
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Mentor and guide Production Specialists on improving technical knowledge
• Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
• Develop and conduct trainings (Triages) within products for production specialist as per target
• Inform client about the triages being conducted
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Identify and document most common problems and recommend appropriate resolutions to the team
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Wipro