Description

Lead and manage a team handling incidents, service requests, and user queries within the ServiceNow application across multiple shifts to ensure 24x5 coverage.

Responsibilities

• Monitor ticket queues to ensure timely response and resolution against SLAs.
• Act as the primary escalation point for unresolved issues, coordinating with L2/L3 teams.
• Document issues, resolutions, and update the knowledge base consistently.
• Conduct team meetings, performance reviews, and training to maintain service standards.
• Generate and analyze support metrics to identify process improvement areas.

Required Skills

• 6+ years of experience in IT helpdesk or application support.
• Minimum 1 year of leadership experience within the total tenure.
• Hands-on experience with ServiceNow, specifically incident and request management.
• Strong understanding of ITIL/ITSM frameworks.
• Experience with ticketing tools, reporting dashboards, and knowledge management systems.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proficiency in ServiceNow.

Key Skills

Education

Bachelor’s degree