Manager, Enterprise Operations Xcellence (EOX) – Transformation And Optimization - Platform Administration - Hyderabad

The Enterprise Operations Xcellence Transformation and Optimization (ETO) Manager leads day-to-day execution and operational stewardship across an assigned portion of the ETO application portfolio, ensuring applications are reliable, well-governed, continuously improved, and positioned to support business priorities. The role leads a team responsible for platform administration, configuration, optimization, reporting, automation, and continuous improvement. Working closely with business owners, platform stakeholders, technology teams, and ETO leadership, this individual will strengthen service reliability, accountability, governance, and measurable business outcomes across their assigned portfolio.

This role manages people and stakeholder relationships directly, and is accountable for the quality, pace, and outcomes of their assigned process area(s).

Work you'll do

As a Specialist Manager, Transformation and Optimization - Platform Administration on the Enterprise Operations Xcellence (EOX) – Transformation and Optimization team, you will be responsible for…

• Lead and mature platform administration capability across an assigned application portfolio. This spans application support, configuration, and reporting. Establish standardized operating practices for intake, triage, escalation, change, release, testing, access management, and documentation.
• Provide operational stewardship across the application portfolio. Monitor platform health, capacity, service performance, incidents, and risks.
• Own the intake and prioritization of enhancement requests and bug fixes from business stakeholders. Decide what's worth doing and communicate clearly on what will and won't get built, and when. Step in personally to drive urgent hot fixes when something breaks in production.
• Drive platform optimization and continuous improvement. Use root-cause analysis, automation, process improvement, and user experience enhancements. Identify and roll out practical AI or automation improvements within your platforms. Examples include automated triage, AI-assisted reporting, and workflow bots.
• Coordinate with other platform managers and technology leads before making changes. Decisions on your applications should not create challenges for other teams or systems downstream. After launching a fix or enhancement, follow up to confirm it delivered the expected time or cost savings. Report on real, measured results, not just that it shipped.
• Lead stakeholder engagement, governance, and performance reporting. Align priorities, manage escalations, track KPIs and benefits, and elevate decisions when needed. Develop and manage the team across US and USI. Provide clear direction, coaching, capacity planning, and performance management. Drive effective cross-geography collaboration.

The team

Enterprise Operations Xcellence (EOX) focuses on improving operational effectiveness, driving transformation execution, and enabling scalable, consistent, and high-quality outcomes across the organization. The team works across process areas to strengthen governance, improve delivery discipline, and embed more efficient ways of working, including AI-enabled support for reporting, risk visibility, action management, communications, training, and adoption.

Location: Hyderabad

Shift Timings: 2:00 PM to 11:00 PM

Qualifications

• Master’s degree in business, Operations, Engineering, Technology, Organizational Change, or a related field.
• 10+ years leading platform administration, application operations, or enterprise technology support, with expertise in platform optimization, continuous improvement, and stakeholder leadership.
• Demonstrated experience administering, configuring, and optimizing ServiceNow or a comparable enterprise ticketing and workflow platform, including request, incident, and case management; workflow and service catalog configuration; queue, assignment, routing, prioritization, and escalation management.
• Prior experience developing operating procedures, support models, runbooks, knowledge-transfer plans, and governance routines.
• Strong communication and presentation skills, with the ability to tailor messaging to diverse audiences.
• Strong analytical, problem-solving, organizational, and strategic thinking capabilities.
• Comfortable operating in ambiguous or unstructured work environments, with the ability to bring structure and drive outcomes.
• Experience leveraging digital, AI, automation, or emerging technologies to improve platform operations, user experience, and process efficiency is preferred.