Systems Support Lead

ServiceNow / L3 Systems Support Lead

Location: Bengaluru, India (Hybrid)

Experience: 5+ Years

About the Role

We are looking for an experienced L3 Systems Support Lead in Bengaluru to handle escalated, complex technical issues across our endpoint, identity, and cloud infrastructure. You will bridge the gap between L1/L2 support and engineering teams while driving end-to-end incident resolution in ServiceNow.

Key Responsibilities

• MacOS & MDM: Manage macOS endpoints via Jamf Pro (enrollment, profiles, patching, compliance).
• Identity & Access: Administer Okta (SSO, MFA, lifecycle) and Active Directory (GPOs, OUs).
• Network & Remote Access: Troubleshoot GlobalProtect, Zscaler (ZPA/ZIA), DNS, DHCP, and VLANs.
• M365 & Collaboration: Escalation lead for Microsoft 365 (Exchange, Teams, SharePoint) and Zoom hardware.
• Security & Docs: Enforce EDR standards, assist in incident response, and author ServiceNow runbooks/KBs.

What We're Looking For

• 5+ years in L3 IT Support / Systems Administration.
• Strong hands-on experience with ServiceNow, Jamf Pro, Okta, and Zscaler.
• Solid background in networking, M365 admin, and macOS troubleshooting.
• Great communication skills for cross-team collaboration.