Manager, Account Escalations

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Team & Role
Our Account Escalation Analysts (AEA) team represents the technical pinnacle of Global Technical Support, comprising senior engineers who provide expert-level technical leadership on ServiceNow's most complex customer escalations. The team conducts deep-dive systemic investigations into platform issues, driving resolution through sophisticated technical analysis and cross-functional collaboration while delivering exceptional customer outcomes.
ServiceNow is transforming how modern enterprises operate. To sustain our growth and maintain our technical excellence, we seek a technically proficient manager who can lead our Hyderabad AEA team through increasingly complex platform challenges.
We are seeking a Manager, Account Escalation Analysts who combines deep technical expertise with proven leadership capabilities to guide our Hyderabad team.
What You Get to Do in This Role
This highly visible role requires both hands-on technical involvement and strategic leadership. You'll manage a team of senior engineers working on ServiceNow's most challenging technical escalations, often involving deep Java debugging, complex distributed system issues, and multi-week investigations. You'll balance tactical execution with strategic initiatives, including advancing our predictive escalation capabilities and ML-driven operational models.
This is a technical leadership role requiring active involvement in complex problem-solving-not a sales or sales support function.
Key Responsibilities
Technical Leadership

• Provide technical guidance on complex Java-based ServiceNow platform issues, including distributed application debugging and performance troubleshooting
• Review and validate technical investigation approaches for multi-week deep-dive escalations
• Maintain hands-on technical proficiency to coach senior engineers through sophisticated platform challenges
• Collaborate with Engineering, Product, and Impact teams on systemic issue resolution
• Drive technical quality and accuracy in root cause analysis and resolution documentation

Operational & Strategic Management

• Lead predictive escalation operations through proactive customer engagement
• Oversee the execution of strategic initiatives, including AI/ML tool deployment and process automation projects
• Analyze operational data to identify improvement opportunities
• Scale predictive capabilities across

People Leadership

• Coach and mentor a team of highly advanced technical resources through servant leadership
• Foster an environment of technical excellence, continuous learning, and innovation
• Manage team capacity, skill development, and succession planning for specialized technical expertise
• Drive retention of critical technical talent through meaningful development opportunities
• Ensure transparent communication about technical challenges, wins, and business context

Customer & Stakeholder Management

• Ensure consistent, excellent service delivery on the most demanding customer escalations
• Build trust with customers through technical credibility and follow-through
• Collaborate with global AEA leadership on process improvements and best practice sharing

Qualifications
To be successful in this role you have:

• 9+ years in Technical Support, Platform Engineering, or Service Management with escalating technical complexity
• 4+ years managing or leading technical teams, with demonstrated ability to coach senior-level engineers
• Strong Java proficiency with experience debugging enterprise applications and distributed systems
• Deep understanding of web application architectures, including load balancing, caching, database optimization, and performance tuning
• Database administration experience including query optimization, scaling strategies, and troubleshooting at enterprise scale
• Cloud architecture expertise with modern distributed systems, containerization, and platform-as-a-service environments
• Proven ability to lead technical investigations involving multiple teams and complex system interactions
• Demonstrated "customer first" mindset combined with technical problem-solving rigor
• Exceptional analytical skills with ability to synthesize complex technical information for diverse audiences
• Excellent written and verbal communication skills, including technical documentation and executive presentations
• Hands-on leadership style-willing to dive into technical details when needed
• Track record of building commitment and driving change in technical organizations
• High integrity, dependability, and ethical standards in both technical and people decisions

Preferred:

• ServiceNow platform expertise: administration, development, or implementation experience
• ITIL/ITSM framework knowledge and practical application
• Predictive analytics/ML operations experience, including model validation and effectiveness measurement
• Experience with big data platforms and visualization tools (e.g., Tableau, PowerBI)
• Background in systematic debugging methodologies for complex, intermittent issues
• Familiarity with log analysis, monitoring tools, and observability platforms
• Experience managing technical teams in remote/hybrid environments
• Prior exposure to incident management at scale and proactive prevention strategies

What Makes You Successful
You thrive at the intersection of technical depth and people leadership. You're as comfortable reviewing a thread dump analysis as you are coaching engineers through career development conversations. You bring intellectual curiosity to complex technical problems and translate that into sustainable operational improvements. You lead by example, building credibility through technical competence while creating an environment where your team can do their best work.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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