Custom Application Support Specialist

1 day ago


Bengaluru, Karnataka, India beBeeSupport Full time ₹ 18,00,000 - ₹ 25,00,000

Highly skilled leaders are sought to oversee frontline support operations for custom-built applications on the ServiceNow platform, emphasizing the Service Portal interface.

This role ensures timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework.

Key Responsibilities:

  • Manage a team of L1 Helpdesk technicians to ensure timely and high-quality incident resolution.
  • Oversee new team member onboarding and provide comprehensive training on ServiceNow tools, support processes, and customer service standards.
  • Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
  • Coordinate staffing schedules and workload distribution for 24/7 support coverage.
  • Develop and mentor team members, conduct performance reviews, and identify training needs.
  • Act as the primary point of escalation for unresolved or complex L1 issues.
  • Lead major incident responses, ensuring timely coordination, stakeholder communication, and resolution.
  • Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
  • Implement best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
  • Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
  • Perform basic configuration tasks, user administration, and ticket management.


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