Application Support Lead

Clean Harbors; Hyderabad; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Clean Harbors in Hyderabad is seeking an Application Specialist Support with 8+ years of experience to lead GCC product support. The role focuses on production support, ServiceNow ticket management, and business systems analysis to boost operations' efficiency.

The incumbent will train users, manage L1/L2 incidents, monitor Power BI dashboards, and coordinate with IT teams to implement fixes and enhancements, while ensuring SLAs and documentation standards are met.

Qualifications

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Monitor Power BI dashboards and operational metrics to support KPI improvement.

Responsibilities

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Support multiple platforms and applications used across plant and operations teams.
• Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
• Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
• Monitor ticket aging and proactively prevent SLA breaches.

Skills

Application support

Lead

ServiceNow

Tools

ServiceNow

Power BI

Job description

Hi,

We are currently hiring for Application Support - Lead at Clean Harbors(GCC - Product), a global leader in environmental and industrial services.

Position: Application Specialist Support

Experience: 8+ Years

Location: Hyderabad

Experience: 5+ Years

Working Hours: 05:00pm to 2.00am (Transportation available - both ways)

Note: Team lead with at least 10 members is mandatory.

Key Skills:

Application Support - Lead

Need: GCC support personnel to assist with production support, Service Now ticket management (Research, diagnosis, and problem solving), and Business Systems analysis to aid the operations team in increasing production efficiency, reducing time due to application failures, and streamline training efforts to the business and technical teams. While this role will primarily focus on SN ticket management, the goal would be to train these users in all aspects of our waste tracking system such that they can eventually serve as addition and/or backup to our US based team. (see full job description of Facility Operations Application Specialist Job Title description.docx)

Job Description:

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Support multiple platforms and applications (Hub Management, Asset Management, Plant Processes having knowledge will be an added advantage but not mandate) used across plant and operations teams.
• Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
• Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
• Support application access management, role validation, and permission troubleshooting.
• Monitor Power BI dashboards and operational metrics to support KPI improvement.
• Proactively identify opportunities to reduce ticket volume through process or system improvements.
• Create, update, and maintain support documentation, SOPs, and knowledge articles.
• Assist in developing training materials and LMS content for end users.
• Participate in incident reviews, RCA sessions, and operational meetings.
• Ensure compliance with support processes, audit requirements, and documentation standards.
• Provide clear, timely communication to stakeholders on issue status and resolution progress.
• Support production releases, patches, and minor enhancements as needed.
• Monitor ticket aging and proactively prevent SLA breaches.
• Act as a liaison between business users and IT teams to translate functional issues into technical requirements.
• Validate fixes in lower environments or production before business confirmation.
• Support continuous improvement initiatives focused on system stability and user experience