Manager, GCC Application Support

This role is responsible for leading and overseeing L1 application support operations for global logistics and supply chain applications, ensuring high service availability, operational stability, and exceptional customer support for both internal users and external customers. This role is accountable for managing support teams, driving incident resolution, monitoring business-critical processes and system health, and ensuring adherence to service level agreements (SLAs).

This role provides operational leadership across a 24x7 support environment, overseeing incident management, service request fulfillment, problem management, production support, release readiness, and continuous service improvement initiatives. This role acts as the primary liaison between business stakeholders, customers, support teams, and technology partners to ensure timely issue resolution, effective communication, and minimal business disruption.

Additionally, this role is responsible for workforce planning, team development, operational governance, performance management, escalation management, and ensuring support processes are aligned with business objectives and customer expectations.

Service Delivery & Operations Management Lead and manage L1 application support teams to ensure consistent and high-quality service delivery. Ensure application availability, operational stability, and adherence to agreed service levels. Oversee daily support operations across business and after-hours support coverage. Monitor support performance, ticket queues, workloads, and operational metrics to ensure effective service delivery.

Drive operational governance and compliance with support processes, procedures, and standards. Incident & Escalation Management Own the end-to-end incident management process and ensure timely resolution of incidents and service requests. Act as the primary escalation point for critical incidents, major outages, and customer-impacting issues. Coordinate with business stakeholders, vendors, and technical teams during major incidents.

Ensure timely communication of incident status, risks, and resolutions to stakeholders. Drive root cause analysis and corrective actions for recurring issues. Application & Business Operations Monitoring Oversee monitoring of application health, system alerts, interfaces, integrations, and business transaction flows. Ensure proactive identification and resolution of issues affecting critical logistics and supply chain operations.

Review operational trends and implement preventive measures to reduce service disruptions. Ensure business-critical processes are continuously monitored and supported. People Leadership & Team Management Lead, coach, and develop L1 support teams. Manage team performance, objectives, and development plans. Conduct regular team meetings, performance reviews, and coaching sessions. Support workforce planning, shift scheduling, resource allocation, and succession planning.

Foster a customer-focused and continuous improvement culture within the team. Knowledge Management & Training Ensure support teams maintain and follow SOPs, runbooks, and knowledge articles. Drive knowledge transfer activities for new team members, support processes, and application enhancements. Ensure operational documentation remains accurate and up to date. Promote knowledge sharing across support teams. Release & Change Management Oversee production releases, deployments, and change implementation activities.

Ensure operational readiness for application releases and infrastructure changes. Coordinate release validation, post-deployment monitoring, and issue resolution activities. Review release impacts and ensure appropriate business and support team preparedness. Participate in change advisory and release governance processes. Stakeholder & Customer Management Serve as the primary operational liaison between business users, customers, support teams, and technology partners.

Build strong relationships with key stakeholders and ensure support services meet business expectations. Provide regular service updates, performance reports, and operational reviews. Manage customer escalations and drive timely resolution of service concerns. Service Improvement, Automation & Governance Identify opportunities to improve support processes, efficiency, automation, and service quality. Monitor and report on SLA, KPI, and operational performance metrics.

Lead service review meetings and continuous improvement initiatives. Drive reduction of recurring incidents through problem management and process optimization. Ensure compliance with ITSM, security, and organizational governance standards. Self-service enablement. Leveraging AI, scripting, and automation tools to improve support productivity and service quality. Reporting & Operational Oversight Review supports metrics, incident trends, SLA performance, and operational risks.

Prepare management reports, service dashboards, and stakeholder updates. Provide operational insights and recommendations to leadership. Ensure effective shift handovers and operational continuity across support teams.

10-15 years of experience in managing Applications Support. Preferably someone who has been a L1 support analyst earlier in their career. Experience managing L1 application support teams. Experience in a 24x7 support environment. Knowledge of ITIL-based service management practices. Experience supporting enterprise, logistics, supply chain, transportation, or customer-facing applications. Experience managing production releases, major incidents, and operational escalations.

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.