This role is responsible for providing advanced first-line support for global logistics and supply chain applications. This role ensures effective monitoring of business transactions, system alerts, application health, and incident queues, while coordinating timely resolution and escalation of issues impacting customers and internal users. This role works closely with business stakeholders, customers, and Development teams to maintain service stability, minimize business disruption, and ensure seamless logistics operations across global regions.
Application Monitoring & Operations • Monitor global logistics and supply chain applications to ensure continuous availability and operational stability. • Proactively monitor business transaction flows, integrations, batch jobs, interfaces, and operational dashboards to identify exceptions or service disruptions. • Monitor system alerts, application health checks, and automated notifications, and take appropriate action based on established runbooks and SOPs. • Validate successful completion of critical business processes and escalate failures impacting customer or operational activities. Incident & Service Request Management • Act as the first point of contact for incidents, service requests, and user inquiries. • Monitor ticket queues and support dashboards to ensure timely response and resolution in line with defined SLAs. • Perform initial diagnosis, troubleshooting, and resolution of application-related issues. • Accurately log, categorize, prioritize, and assign incidents and requests within the ITSM platform. • Escalate unresolved or complex issues to development support teams with appropriate documentation and analysis. Business Process Support • Support critical logistics processes including order management, shipment execution, transportation, inventory, warehouse operations, and customer-facing transactions. • Investigate failed transactions, processing exceptions, and integration issues impacting business operations. • Coordinate with business users to validate issue resolution and restore normal service. Customer & User Support • Provide timely and professional support to internal business users, external customers, and operational teams across multiple regions and time zones. • Communicate incident status, updates, and resolutions effectively to stakeholders. • Manage user expectations and maintain a high level of customer satisfaction. Knowledge Management & Documentation • Execute support procedures in accordance with documented SOPs, work instructions, and support playbooks. • Maintain accurate incident records, troubleshooting notes, and resolution details. • Contribute to the continuous improvement of knowledge articles, FAQs, and operational documentation. Service Operations & Governance • Participate in shift handovers and ensure proper communication of open issues, business risks, and ongoing activities. • Identify recurring issues and support continuous improvement initiatives aimed at reducing incident volumes and improving service quality. • Ensure compliance with operational processes, security policies, and support governance standards. • Support major incident management activities by providing timely updates, diagnostics, and coordination assistance. Reporting & Escalation • Track and report operational issues, trends, and service performance metrics. • Escalate critical incidents, business-impacting issues, and SLA risks according to defined escalation procedures. • Assist in preparing operational reports and shift summaries for management review. Release Planning & Readiness • Participate in application release and deployment activities by supporting release planning, readiness checks, and implementation schedules. • Validate release prerequisites, deployment checklists, and operational readiness prior to production deployments. • Coordinate with development, testing, infrastructure, and business teams to ensure successful release execution. Deployment & Release Support • Support production deployments and scheduled releases during business and non-business hours, as required. • Execute predefined deployment validation and smoke test procedures following application releases. • Monitor application performance, business transaction flows, integrations, and critical alerts immediately after deployment. • Identify, document, and escalate any release-related issues impacting system stability or business operations. Post-Release Monitoring & Validation • Perform post-release health checks to confirm successful deployment and application functionality. • Validate critical business processes, interfaces, batch jobs, and integrations following production releases. • Coordinate with business stakeholders and support teams to verify successful completion of release validation activities. • Support rollback activities and incident management processes when release-related issues are identified. Change Management • Follow established Change Management processes and governance requirements for production implementations. • Review and understand release notes, deployment instructions, known issues, and support impacts prior to releases. • Maintain release documentation, deployment records, and post-implementation reports. • Participate in post-release reviews and contribute to continuous improvement initiatives to enhance release quality and operational stability.
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0-1 years of application support experience. • Experience supporting enterprise applications. • ServiceNow experience preferred, any other Ticketing tool experience works. • Exposure to logistics, transportation, supply chain, or warehouse management applications is an advantage.
