Team Lead, GCC Application Support

This role is responsible for leading and managing application support operations during assigned shifts across global logistics and supply chain platforms. This role provides operational leadership to a team of support representatives, ensuring effective monitoring of business-critical applications, timely incident resolution, SLA adherence, service continuity, and customer satisfaction. This role acts as the primary operational escalation point, coordinates major incidents, oversees workload distribution, drives process compliance, and collaborates with Business, Infrastructure, Development, and Customer Operations teams to ensure stable and reliable service delivery. This position plays a key role in improving operational efficiency, minimizing business disruption, and maintaining high service standards across global operations.

Application Monitoring & Operations

• Oversee monitoring of logistics and supply chain applications to ensure service availability and operational stability.
• Ensure timely response to system alerts, monitoring tools, dashboards, and automated notifications.
• Review application health checks, transaction monitoring results, and service-impacting events.
• Ensure critical business processes, integrations, interfaces, and batch jobs are operating successfully. Incident & Service Request Management
• Own and coordinate major incidents from identification through resolution.
• Ensure incidents are classified, prioritized, and managed according to established ITSM processes.
• Drive timely incident resolution and escalation to relevant support groups.
• Facilitate incident bridge calls and coordinate cross-functional teams during service disruptions.
• Ensure accurate documentation and communication throughout the incident lifecycle. Escalation Management
• Act as the highest operational escalation point within the shift support team.
• Engage Development, Infrastructure, Security, and Vendor teams for critical issues.
• Provide business impact assessments and escalation recommendations to management.
• Monitor and mitigate SLA breach risks proactively. Team Leadership & Coaching
• Provide guidance, mentoring, and day-to-day leadership to support representatives.
• Review ticket quality, troubleshooting effectiveness, and operational compliance.
• Support onboarding and training of new team members.
• Promote knowledge sharing and continuous learning within the support team.
• Conduct regular feedback sessions and identify development opportunities. Service Desk and Ticket Management
• Monitor ticket queues to ensure SLA and KPI compliance.
• Review aging incidents, service requests, and backlog management activities.
• Ensure proper categorization, prioritization, assignment, and closure of tickets.
• Drive timely resolution and customer communication. Stakeholder and Customer Management
• Serve as the operational liaison between business stakeholders and technology teams.
• Provide status updates and communications for major incidents and service disruptions.
• Manage stakeholder expectations during high-priority incidents.
• Support customer-facing communications when required. Release Planning & Readiness
• Coordinate operational readiness for planned production releases and deployments.
• Review implementation schedules, deployment plans, and rollback procedures.
• Ensure support team preparedness for release activities.
• Lead post-release monitoring and validation activities.
• Participate in Change Advisory Board (CAB) discussions when required. Problem Management & Continuous Improvement
• Identify recurring incidents and operational trends.
• Drive root cause analysis and corrective action tracking.
• Recommend process improvements to reduce ticket volumes and improve service quality.
• Support automation initiatives and operational efficiency programs.
• Maintain and improve support runbooks, SOPs, and knowledge articles. Operational Governance & Reporting
• Ensure compliance with support processes, security policies, and governance standards.
• Prepare shift reports, service performance dashboards, and operational summaries.
• Track SLA, KPI, incident trends, backlog metrics, and customer satisfaction indicators.
• Support audit requirements and process reviews. Business Continuity Support
• Coordinate operational recovery activities during service outages.
• Support disaster recovery testing and business continuity exercises.
• Ensure readiness of operational teams during critical business periods.

4-7 years of experience in Application Support, Production Support, or IT Operations.

• Minimum 1-2 years of experience leading or coordinating support teams.
• Experience with ITSM processes including Incident, Problem, Change, and Service Request Management.
• Hands-on experience with ServiceNow or similar ticketing platforms.
• Strong understanding of application monitoring and operational support practices.
• Experience supporting enterprise applications in a 24x7 environment.