Application Support Technician - 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.
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• 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.