{"id":4146109,"url":"https://alion.io/job/apl-logistics-team-lead-gcc-application-support","title":"Team Lead, GCC Application Support","company":{"id":1999058,"name":"APL Logistics","domain":"apllogistics.com","url":"https://alion.io/company/apllogistics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-12T06:34:52Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T07:12:59Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\n Application Monitoring & Operations\nOversee monitoring of logistics and supply chain applications to ensure service availability and operational stability.\nEnsure timely response to system alerts, monitoring tools, dashboards, and automated notifications.\nReview application health checks, transaction monitoring results, and service-impacting events.\nEnsure critical business processes, integrations, interfaces, and batch jobs are operating successfully. Incident & Service Request Management\nOwn and coordinate major incidents from identification through resolution.\nEnsure incidents are classified, prioritized, and managed according to established ITSM processes.\nDrive timely incident resolution and escalation to relevant support groups.\nFacilitate incident bridge calls and coordinate cross-functional teams during service disruptions.\nEnsure accurate documentation and communication throughout the incident lifecycle. Escalation Management\nAct as the highest operational escalation point within the shift support team.\nEngage Development, Infrastructure, Security, and Vendor teams for critical issues.\nProvide business impact assessments and escalation recommendations to management.\nMonitor and mitigate SLA breach risks proactively. Team Leadership & Coaching\nProvide guidance, mentoring, and day-to-day leadership to support representatives.\nReview ticket quality, troubleshooting effectiveness, and operational compliance.\nSupport onboarding and training of new team members.\nPromote knowledge sharing and continuous learning within the support team.\nConduct regular feedback sessions and identify development opportunities. Service Desk and Ticket Management\nMonitor ticket queues to ensure SLA and KPI compliance.\nReview aging incidents, service requests, and backlog management activities.\nEnsure proper categorization, prioritization, assignment, and closure of tickets.\nDrive timely resolution and customer communication. Stakeholder and Customer Management\nServe as the operational liaison between business stakeholders and technology teams.\nProvide status updates and communications for major incidents and service disruptions.\nManage stakeholder expectations during high-priority incidents.\nSupport customer-facing communications when required. Release Planning & Readiness\nCoordinate operational readiness for planned production releases and deployments.\nReview implementation schedules, deployment plans, and rollback procedures.\nEnsure support team preparedness for release activities.\nLead post-release monitoring and validation activities.\nParticipate in Change Advisory Board (CAB) discussions when required. Problem Management & Continuous Improvement\nIdentify recurring incidents and operational trends.\nDrive root cause analysis and corrective action tracking.\nRecommend process improvements to reduce ticket volumes and improve service quality.\nSupport automation initiatives and operational efficiency programs.\nMaintain and improve support runbooks, SOPs, and knowledge articles. Operational Governance & Reporting\nEnsure compliance with support processes, security policies, and governance standards.\nPrepare shift reports, service performance dashboards, and operational summaries.\nTrack SLA, KPI, incident trends, backlog metrics, and customer satisfaction indicators.\nSupport audit requirements and process reviews. Business Continuity Support\nCoordinate operational recovery activities during service outages.\nSupport disaster recovery testing and business continuity exercises.\nEnsure readiness of operational teams during critical business periods.\n 4-7 years of experience in Application Support, Production Support, or IT Operations.\nMinimum 1-2 years of experience leading or coordinating support teams.\nExperience with ITSM processes including Incident, Problem, Change, and Service Request Management.\nHands-on experience with ServiceNow or similar ticketing platforms.\nStrong understanding of application monitoring and operational support practices.\nExperience supporting enterprise applications in a 24x7 environment.","description_format":"text","description_chars":4910,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-11-12T07:12:59Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:2","win:early"],"computed_at":"2026-11-12T09:22:40Z"},"pay":null,"html_url":"https://alion.io/job/apl-logistics-team-lead-gcc-application-support","json_url":"https://alion.io/job/apl-logistics-team-lead-gcc-application-support.json","meta":{"generated_at":"2026-11-12T09:22:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19074,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1999058},"rest":"https://alion.io/mcp/rest/get_company?id=1999058"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fapl-logistics-team-lead-gcc-application-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fapl-logistics-team-lead-gcc-application-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fapl-logistics-team-lead-gcc-application-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/apl-logistics-team-lead-gcc-application-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fapl-logistics-team-lead-gcc-application-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4146109}},{"tool":"search_jobs","arguments":{"company":"apllogistics.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4146109},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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