Engineering Manager- ServiceNow Platform

Job Description

ob Description – Engineering Manager – ServiceNow Platform
Full-time
1. Job Overview
Details Information
Company Booking Holdings
Job Title Engineering Manager – ServiceNow Platform
Platform B.Now (Enterprise ServiceNow Platform)
Location Bengaluru, Karnataka
Employment Type Full-time
Overall Experience 10+ years
People Management Experience 3+ years
Work Mode Not specified
Salary Not specified
Job Function Engineering Management / Enterprise Platforms / IT Service Management
Contact for Accommodation reasonableaccommodation@bookingholdings.com

2. Company Overview
Booking Holdings is a global leader in online travel and related services, operating across more than 220 countries and territories through six major consumer-facing brands:
– Booking.com
– KAYAK
– Priceline
– Agoda
– Rentalcars.com
– OpenTable
Booking Holdings Bangalore is a Center of Excellence supporting the technology and business requirements of its global brands and business units.
3. Job Summary
Booking Holdings is looking for an experienced Engineering Manager to lead its ServiceNow Platform engineering team and manage the overall health, technical direction, and delivery of its enterprise platform, B.Now.

The role combines people management, enterprise platform architecture, technical governance, automation, system integration, and operational excellence.

The successful candidate will lead engineering teams, oversee platform stability and availability, guide architectural decisions, and collaborate with Product, Architecture, Security, Risk, and Business stakeholders.

This is a senior technology leadership position rather than a day-to-day software development role. However, strong technical knowledge of ServiceNow architecture, enterprise workflows, CMDB, automation, and integrations is essential.
4. Key Responsibilities
A. People Leadership and Team Management
– Lead, motivate, coach, and develop ServiceNow engineering teams.
– Manage engineers across multiple technical capability areas.
– Conduct performance management and support career development.
– Develop succession plans and identify talent development opportunities.
– Build an inclusive, high-performance engineering culture.
– Remove delivery obstacles and encourage continuous learning and innovation.
– Mentor team members and promote engineering best practices.
B. ServiceNow Platform Management
– Take ownership of the B.Now ServiceNow platform’s overall health and performance.
– Ensure platform stability, availability, scalability, and incident readiness.
– Manage P1/P2 incident alerting, escalation, and mitigation.
– Drive platform monitoring and observability.
– Develop dashboards to monitor MID servers, discovery processes, critical integrations, and performance analytics.
– Maintain platform quality, reliability, and operational excellence.
C. Automation and Operational Excellence
– Lead automation initiatives to reduce manual work and operational effort.
– Use ServiceNow IntegrationHub and standard flow design patterns.
– Drive AI-assisted operations using Now Assist, agentic AI, and AI Control Tower governance.
– Improve operational processes, monitoring systems, and runbooks.
– Strengthen integration reliability between ServiceNow and enterprise applications.
D. Architecture and Product Strategy
– Work with Product Managers and stakeholders to define platform roadmaps.
– Own platform architecture and participate in Architectural Review Board (ARB) governance.
– Ensure alignment with development standards and platform upgradeability.
– Oversee CMDB health and CSDM alignment.
– Manage event-based discovery across AWS, GCP, and corporate infrastructure.
– Drive Service Mapping and improve service intelligence.
– Support strategic initiatives such as DORA reporting, legal service delivery, and asset management.
– Use platform metrics and service health indicators for data-driven prioritization.
E. Stakeholder and Cross-functional Collaboration
– Collaborate with Product, Architecture, Security, Risk, and Business teams.
– Coordinate with Central Technology and partner engineering teams.
– Communicate platform performance, risks, and delivery progress.
– Manage stakeholder expectations and resolve escalations.
– Ensure compliance with corporate and regulatory requirements, including SOX and DORA.
5. Required Technical Skills
Skill Category Required Skills / Technologies
Enterprise Platform ServiceNow
Service Management ITSM, ITOM, ITAM
Configuration Management CMDB, CSDM
Platform Architecture ServiceNow architecture, configuration vs. customization, lifecycle management
Automation IntegrationHub, Flow Designer, AI-driven automation
AI Technologies Now Assist, Agentic AI, AI Control Tower governance
Cloud Platforms AWS, GCP
Infrastructure Discovery Event-based discovery, MID servers, Service Mapping
Integration Enterprise system integrations, event-driven architecture
Monitoring Dashboards, observability, performance analytics, service health indicators
Programming Java and JavaScript – advantageous
IT Operations Incident management, P1/P2 escalations, high availability

6. Required Experience and Qualifications
– 10+ years of overall experience working with enterprise workflow platforms such as ServiceNow.
– At least 3+ years of experience leading, coaching, and developing engineering teams.
– Strong experience in ServiceNow platform architecture and lifecycle management.
– Hands-on knowledge of ITSM, ITOM, ITAM, CMDB, and CSDM.
– Experience with enterprise integrations and cloud platforms.
– Proven ability to manage high-availability enterprise platforms.
– Experience handling critical incidents and escalations.
– Strong analytical, problem-solving, and decision-making skills.
– Excellent stakeholder management and communication abilities.
– Ability to connect engineering priorities with business outcomes.
7. Preferred Qualifications
– ServiceNow Certified System Administrator (CSA).
– Certified Implementation Specialist (CIS) in ITSM, ITOM, or ITAM.
– Knowledge of Java and JavaScript.
– Experience with AWS and GCP discovery.
– Exposure to regulated or high-control environments.
– Knowledge of SOX and DORA compliance requirements.
– Experience with AI-driven automation and agentic AI operations.
8. Key Leadership Competencies
– Engineering team leadership.
– Strategic technology planning.
– Product roadmap ownership.
– Performance management and coaching.
– Succession planning and talent development.
– Stakeholder relationship management.
– Operational excellence.
– Incident and escalation management.
– Data-driven decision-making.
– Cross-functional collaboration.
9. Application and Company Information
Company: Booking Holdings

Location: Bengaluru, Karnataka

Career Website: Booking Holdings Official Website

Accommodation Requests: reasonableaccommodation@bookingholdings.com
10. Key Hiring Criteria
– Overall experience: 10+ years.
– Leadership experience: 3+ years in engineering team management.
– Primary expertise: ServiceNow enterprise platform.
– Core modules: ITSM, ITOM, ITAM, CMDB, and CSDM.
– Cloud: AWS and GCP.
– Leadership focus: Team development, platform ownership, architecture, and delivery.
– Operational experience: High availability, monitoring, P1/P2 incident management.
– Additional advantage: ServiceNow certifications, JavaScript, AI automation, SOX, and DORA.