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Representative, GCC Application Support

APL Logistics
Hyderabad, IND
Full-time
Entry · 0–1 years experience
Onsite
Discovered 1 weeks ago
servicenow

Full Job Posting

Qualifications

  • 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.
  • 0-1 years of application support experience.
  • Experience supporting enterprise applications.
  • Exposure to logistics, transportation, supply chain, or warehouse management applications is an advantage.

Responsibilities

  • 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.
  • 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.

Preferred Qualifications

  • ServiceNow experience preferred, any other Ticketing tool experience works.

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