Production Support Delivery Lead (ServiceNow ITOM & AIOps)

Job Description

The ServiceNow ITOM & AIOps Administrator is responsible for managing and optimizing the ServiceNow platform?s IT Operations Management (ITOM) and Artificial Intelligence for IT Operations (AIOps) modules. This role ensures proactive monitoring, intelligent event correlation, and automation across hybrid IT environments to enhance service reliability and operational efficiency.Key Responsibilities: ITOM Administration:Configure and maintain ITOM modules: Discovery, Service Mapping, Event Management, and Orchestration.Ensure accurate population and maintenance of the CMDB.Develop and maintain service maps for critical business applications.Integrate monitoring tools and automate workflows using Orchestration and Flow Designer.AIOps Enablement:Implement and manage Event Correlation, Root Cause Analysis, and Predictive Insights.Leverage Log Analytics, Health Monitoring, and Service Reliability Management.Use ServiceNow?s Now Assist for ITOM to enhance observability and incident response Platform Optimization:Monitor platform performance and apply patches/upgrades.Troubleshoot and resolve issues related to ITOM and AIOps modules.Collaborate with IT teams to align platform capabilities with business needs.Integration & Automation:Develop integrations with third-party monitoring and cloud platforms (AWS, Azure).Use REST APIs and scripting (JavaScript) to automate operational tasks.Required Qualifications:Bachelor?s degree in computer science, IT, or related field.8+ years of experience with ServiceNow ITOM modules and CMDB.Hands-on experience with AIOps tools and techniques.Strong scripting and integration skills (JavaScript, REST APIs).Preferred Skills:ServiceNow Certified Implementation Specialist ? ITOM or AIOps.Experience with hybrid cloud environments and observability tools.Familiarity with ITIL and DevOps practices.SkillsJob Title: Production Support Delivery Lead ? ServiceNow ITOM & AIOpsExperience: 8+ yearsLocation: Abu DhabiRole Overview:The Production Support Delivery Lead will be responsible for overseeing end-to-end delivery and operational excellence for IT operations using ServiceNow ITOM and AIOps modules. The role requires a strong blend of technical expertise, delivery management, and leadership skills, with a focus on ensuring platform stability, automation, and continuous improvement within Agile/Kanban environments.Key Responsibilities:Lead production support operations for the ServiceNow platform, focusing on ITOM (Discovery, Event Management, CMDB, Service Mapping) and AIOps modules.Drive incident, problem, and change management processes to ensure system reliability and service continuity.Manage end-to-end delivery of production support, including ticket triage, root cause analysis, and preventive actions.Collaborate with engineering and development teams to drive automation, process optimization, and proactive monitoring solutions.Act as a bridge between business stakeholders and technical teams, ensuring smooth communication and delivery alignment.Monitor SLAs, KPIs, and system health, providing regular performance reports and improvement recommendations.Implement and enhance monitoring, alerting, and self-healing capabilities within the ServiceNow platform using ITOM & AIOps features.Ensure compliance with ITSM processes and organizational governance standards.Drive continuous service improvement initiatives and introduce best practices in agile delivery models (especially Kanban).Mentor and guide production support engineers, fostering a culture of accountability, agility, and operational excellence.Required Skills & Experience:8+ years of total experience in IT Service Management / Production Support / IT Operations.Minimum 3?4 years of hands-on experience with ServiceNow ITOM and AIOps modules (Discovery, CMDB, Event Management, Service Mapping).Strong experience in ServiceNow administration, configuration, and integrations with monitoring tools.Proven experience in Agile methodologies (preferably Kanban) for managing support and delivery workflows.Solid understanding of incident, change, and problem management processes.Exposure to cloud environments (AWS, Azure, GCP) and infrastructure monitoring tools (e.g., Dynatrace, AppDynamics, Splunk) preferred.Experience working with ServiceNow Discovery patterns, CMDB data models, and troubleshooting integrations.Strong analytical, problem-solving, and communication skills.Ability to lead cross-functional teams and manage stakeholder expectations in high-availability production environments.Good to Have:ServiceNow certifications such as CSA, CIS?ITOM, or AIOps specialization.Experience in SRE practices, automation scripting (Python/Shell), or DevOps toolchains.Exposure to ITIL frameworks and best practices.Soft Skills:Excellent leadership, stakeholder management, and decision-making abilities.Strong sense of ownership and accountability.Continuous improvement mindset and ability to work effectively under pressure.

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