**Key Responsibilities:**

**Shift Operations Management**

+ Lead end-to-end ServiceNow production support activities during assigned shifts.
+ Monitor incident queues, alerts, and system health dashboards.
+ Ensure all tickets are assigned, prioritized, and progressing within SLA timelines.
+ Manage shift handover activities between outgoing and incoming teams.
+ Maintain operational continuity across all support tiers during the shift.

**Incident & Major Incident Management**

+ Act as the **primary escalation point** during the shift for P1 and P2 incidents.
+ Initiate Major Incident process and coordinate bridge calls.
+ Ensure timely resolution and restoration of services.
+ Track incident progress and ensure frequent stakeholder updates.
+ Ensure proper documentation of incidents and resolution steps.

**SLA & Performance Monitoring**

+ Monitor SLA adherence across incidents and service requests.
+ Id...