Technical Support Engineer Performance Hyderabad WFO

We are seeking a Technical Support Engineer Performance to join the ServiceNow Technical Support team. This role focuses on diagnosing troubleshooting and resolving complex performance and instance availability issues within the ServiceNow platform.

As the highest escalation point within the support organization the successful candidate will work closely with customers and internal engineering teams to identify root causes optimize system performance and ensure platform stability. This is a customer-facing role requiring a strong combination of technical expertise analytical skills and excellent communication abilities.

Note: The role may require working outside regular business hours including weekends and holidays on a rotational basis.

• Manage and resolve critical performance and availability issues on the ServiceNow platform.
• Act as the final escalation point for complex technical support cases.
• Analyze system performance metrics and identify optimization opportunities.
• Investigate outages slowdowns and system bottlenecks.

• Utilize tools such as:
  • BigData
  • Splunk
  • Grafana
• Monitor and analyze:
  • Transaction throughput
  • Memory utilization
  • CPU consumption
  • Job processing performance
  • Disk utilization

• Perform database tuning and optimization.
• Create and maintain database indexes.
• Analyze execution plans and query performance.
• Recommend and implement query optimization strategies.
• Maintain database tables and data structures.

• Review JavaScript and Java application code for performance concerns.
• Identify inefficiencies and recommend corrective actions.
• Analyze Java heap dumps and thread dumps to diagnose performance issues.

• Work closely with:
  • Development Teams
  • Infrastructure Teams
  • Networking Teams
  • Hardware Support Teams
• Reproduce customer-reported issues and perform root cause analysis.
• Provide technical guidance and recommendations for performance improvements.

• Strong experience with relational databases such as:
  • MySQL
  • Oracle

• Java (ability to understand object-oriented design principles and memory management)
• JavaScript (preferred)
• Python (good to have)
• Perl (good to have)

• Experience diagnosing and resolving performance degradation issues.
• Database tuning and optimization expertise.
• Query performance analysis and execution plan interpretation.

• Advanced Unix/Linux administration experience.
• Ability to analyze:
  • Java Heap Dumps
  • Thread Dumps

• Strong understanding of web application architecture and technology stacks.

• Strong customer service orientation.
• Excellent analytical and troubleshooting skills.
• Strong communication and collaboration abilities.
• High level of ownership and commitment to quality.

• Understanding of:
  • TCP/IP
  • Networking Concepts
  • Web Services
  • JDBC
  • ODBC

• Splunk
• Grafana

• SSH
• SNMP
• WMI
• PowerShell

• ITSM Concepts
• ITIL Framework
• CMDB Understanding

• Bachelors Degree:
  • B.E.
  • B.C.A.

OR

• Masters Degree:
  • M.E.
  • M.C.A.

OR

• Equivalent education and relevant professional experience.

• Strong performance troubleshooting background.
• Experience supporting enterprise-scale applications.
• Ability to work effectively under pressure during critical incidents.
• Customer-focused with excellent problem-solving capabilities.
• Willingness to participate in rotational weekend and holiday support schedules.