Global Application Support Supervisor – Supply Chain Systems

Jobtailor; Chennai District; On-site; INR 3,500,000 - 5,000,000; Full time

Job summary

Jobtailor is seeking a senior IT professional to lead the 24x7 global production support of supply chain IT systems in Chennai. The role focuses on ITIL processes, vendor management, and automation to improve service reliability and reduce manual work.

Candidates should bring 10+ years in IT with 3+ years in leadership, experience with ServiceNow/JIRA, and knowledge of cloud/hybrid environments. Strong collaboration with global teams and data-driven decision making are essential.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Supply Chain Management, or equivalent professional experience.
• Proven experience across the application lifecycle and strong knowledge of supply chain IT applications.
• 10+ years in IT with 3+ years in a supervisory/leadership role managing production support or operations.

Responsibilities

• Lead 24x7 global production support of supply chain IT systems.
• Define, monitor and report key operational metrics and SLA performance.
• Oversee vendor SLAs and drive accountability for deliverables.
• Enforce ITIL Incident, Problem and Change Management to restore service quickly.
• Utilize ServiceNow and JIRA to manage workloads and track issues.
• Drive modernization using scripting (e.g., Python) and AI-assisted tools for reports.
• Lead triage during outages and perform thorough RCA with permanent fixes.
• Diagnose and resolve complex cloud/hybrid integration issues.
• Maintain hand-off protocols with global teams to avoid information loss.

Skills

Leadership

Vendor management

ITIL processes

Cross-functional collaboration

Analytical mindset

Education

Bachelor's degree in Information Systems/Computer Science/Supply Chain Management

Tools

ServiceNow

JIRA

Google Cloud Platform

Python

Job description

Responsibilities

• Lead the 24x7 global production support of supply chain management IT systems.
• Define, monitor, and report on key operational metrics and performance indicators (e.g., Service Level Agreements (SLAs), Mean Time to Resolve (MTTR)). Use data-driven insights to identify trends, measure team performance, and report operational health to leadership and business stakeholders.
• Monitor and manage vendor Service Level Agreements (SLAs), drive accountability for deliverables, and escape platform‑level issues to ensure swift resolution.
• Oversee and enforce ITIL best practices—specifically Incident, Problem, and Change Management—to restore service rapidly while ensuring production changes do not introduce new issues.
• Leverage ServiceNow (for ITSM and Incident‑to‑Problem‑to‑Change tracking) and JIRA (for backlog management and agile collaboration) to manage team workloads and track issues.
• Drive a modernization culture by utilizing scripting (e.g., Python) and emerging AI‑assisted tools (e.g., for incident summarization, automated runbooks, or knowledge base creation) to automate daily health reports and routine tasks, reducing manual toil.
• Lead technical triage and cross‑functional "war rooms" during critical, time‑sensitive production outages. Conduct deep‑dived Root Cause Analysis (RCA) and implement permanent preventative measures (e.g., enhanced monitoring).
• Diagnose and resolve complex integration issues between distributed services hosted in cloud and hybrid environments.
• Establish and maintain high‑quality hand‑off protocols with global, regional colleagues to ensure seamless support continuity and zero information loss for ongoing critical issues.
• Develop and maintain an appropriate level of resources with deep knowledge of Ford's supply chain business processes, application architectures, and modern technologies.
• Train and support internal Business customers (MP&L, SCM) and external suppliers on vendor applications to ensure seamless adoption.
• Ensure strict adherence to security, compliance, and data privacy protocols, especially when diagnosing issues that involve accessing sensitive supplier information.
• Monitor the performance and health of supply chain applications using enterprise monitoring, observability, and cloud‑native diagnostic tools.

Requirements

• Bachelor's degree in Information Systems, Computer Science, Supply Chain Management, or equivalent professional experience.
• Strong functional knowledge and awareness of Supply Chain business processes and supporting IT applications.
• Hands‑on experience in multiple roles across the spectrum of the application lifecycle.
• 10+ years of IT experience, with 3+ years in a supervisory or team leadership role managing a production support or operations environment.
• Proven experience in vendor management, including managing relationships under an SLA‑driven model.
• Proven experience working with ServiceNow and JIRA in an enterprise support capacity.
• Basic to intermediate knowledge of Google Cloud Platform (GCP) infrastructure and services, with experience supporting cloud‑native environments and managing associated support challenges.
• Basic knowledge of AI technologies and skills, including familiarity with Generative AI tools and an understanding of how AI can be leveraged to streamline IT production support processes.
• Hands‑on experience with scripting and automation (e.g., Python) to optimize support tasks.

Core Competencies

Demonstrates expertise in leading global production support for supply chain management IT systems, with a strong focus on ITIL best practices, vendor management, and automation using scripting and AI technologies. Proven ability to analyze operational metrics and drive continuous improvement in service delivery and incident resolution.