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 setting, 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.

Responsibilities
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 bu

📌 Manager, GCC Application Support (Hyderabad)
🏢 APL Logistics
📍 Hyderabad