Join our Business Support team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!
Job Title: Specialist, Application Support – Business Support
RCS Grade: M
Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)
Role Overview:
In this role, you will support the business partner’s project management team in planning and executing projects efficiently, ensuring alignment with cost, timeline, and quality objectives while adhering to business goals and group guidelines.
We are looking for a proactive team player who can manage day-to-day application operations, coordinate between support teams and business partners, prioritize issues, and drive solutions. The role also involves regular reporting and conducting service review meetings.
Key Responsibilities:
- Provide technical leadership and Level 1 application support for business-critical applications, ensuring seamless operations.
- Serve as the primary contact for customers facing technical issues, offering prompt and effective resolutions.
- Lead troubleshooting efforts, oversee the software development process, and ensure client requirements are properly implemented.
- Manage and prioritize tasks for the Application Support team, ensuring timely issue resolution and minimal service disruptions.
- Facilitate war room sessions to drive quick resolutions during critical application outages.
- Collaborate with internal teams and external vendors to diagnose, troubleshoot, and resolve complex technical issues efficiently.
- Build and maintain strong relationships with customers and stakeholders, addressing concerns and providing proactive guidance.
- Identify opportunities for service improvement and present recommendations to the Service Manager for optimization.
- Ensure accurate documentation of solutions, decisions, and processes for stakeholder review and alignment.
- Work closely with ITS, Operations, and customer IT teams to continuously improve application support processes.
- Foster strong cross-functional relationships with DPDHL managers to enhance collaboration and operational efficiency.
- Proactively track and follow up on action items, escalating issues when necessary and ensuring accountability.
- Maintain a solution-oriented approach, clearly documenting resolutions, and decisions for stakeholder confirmation.
- Make informed decisions to drive project success, resolve conflicts, and ensure that business objectives are met effectively.
Required Skills & Qualifications:
- Bachelor’s degree from a recognized university (Management qualification preferred).
- Project Management certification is a plus.
- Minimum 5 years of experience in application support or project management.
- Experience handling global projects for DHL's customers.
- Basic understanding of GSN platform, including Incident and problem management.
- Proficiency in Microsoft Teams, PowerPoint, Project, and Office Suite.
- Strong analytical and problem-solving skills with the ability to handle complex issues.
- Excellent English communication skills (verbal & written).
- Knowledge of Logistics and Supply Chain (preferred).
- Ability to work in high-pressure environments while managing senior stakeholders effectively.
- Highly self-motivated, detail-oriented, and capable of prioritizing tasks efficiently.
- This role offers a dynamic work environment with opportunities to collaborate with global teams, enhance technical expertise, and contribute to the seamless delivery of business-critical applications.
