Application Support - Supply Chain

Role Summary:
Responsible for ensuring stability, availability, and performance of supply chain applications by managing critical incidents, coordinating issue resolution, and driving continuous service improvement. The role serves as a bridge between business stakeholders, application teams, infrastructure teams, and vendors to minimize business disruption and maintain operational excellence.

Key Responsibilities

Provide L2 support for Supply Chain Management (SCM) applications.
Perform incident, problem, and service request management in accordance with ITIL processes.
Analyze application issues, identify root causes, and coordinate timely resolutions.

Maintain application documentation, support procedures, and knowledge repositories.
Drive service restoration, provide timely status updates and executive communication during critical incidents.
Automation vendor coordination & escalation.
 

Stakeholder & Service Management

Partner with business users to understand operational challenges and prioritize support activities.
Collaborate with development, infrastructure, database, cloud, and vendor teams for issue resolution.
Drive service improvement initiatives and process optimization.
Prepare incident trends, availability reports, and executive dashboards.
 

Required Skills

Exposure to Supply Chain processes
Exposure to supporting platforms such as SAP, Supply Chain HUB, Oracle SCM, Blue Yonder or similar solutions.
Mandatory Hands-on experience with Incident, Problem, and Change Management processes.
Knowledge of ITIL frameworks and Major Incident Management.
Excellent troubleshooting, analytical, and root-cause analysis skills.
Strong stakeholder management and communication abilities.
Experience with monitoring tools, ticketing systems (ServiceNow, Remedy, Jira, etc.), and batch/job monitoring.
 

Preferred Qualifications

Bachelor’s degree in information technology, Computer Science, or related field.
ITIL Foundation or IT Service Management certification.
Experience in 24x7 production support environments.
Knowledge of cloud platforms, databases, and integration technologies.