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Description
Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Downstream Retail Technology, SAP HCM Functional Good to have skills : NAMinimum 12 year(s) of experience is required Educational Qualification : 15 years full time educationJob Summary :We are seeking an experienced and proactive PDI Application Support Manager to lead and manage the support operations for the PDI suite of enterprise applications and other COTS/SaaS and Custom Applications. This includes overseeing issue resolution, change management, system performance, and team development across key modules such as Retail, Fuel Pricing, ERP, Logistics, or Workforce solutions. The role requires cross-functional coordination with business, IT, and third-party vendors to ensure system reliability and user satisfaction.Key Responsibilities:Lead a team of application support analysts and specialists supporting PDI software solutions (Retail, ERP, Workforce, Logistics, Fuel Pricing, etc.).Act as the escalation point for critical incidents, major issues, and service disruptions.Monitor and manage support SLAs, incident queues, and change requests.Drive root cause analysis and implement long-term solutions for recurring issues.Collaborate with business units, IT infrastructure, and vendors to align support services with business needs.Plan and coordinate PDI upgrades, patches, and configuration changes, ensuring minimal disruption.Own documentation, SOPs, knowledge bases, and team training to ensure continuous improvement.Ensure compliance with internal controls, data security, and audit requirements.Provide regular reporting on system performance, ticket trends, and improvement plans to senior leadership.Participate in budgeting, resource planning, and vendor contract evaluations related to PDI support.Required Qualifications:8+ years of experience in enterprise application support, including 3+ years in a leadership/managerial role.Strong hands-on knowledge of PDI enterprise applications (e.g., PDI Enterprise, PDI Logistics Cloud, Fuel Pricing, Workforce, POS interfaces, etc.).Experience supporting retail convenience, fuel, or energy sector applications.Proven ability to manage application support operations including ticketing, incident resolution, and user training.Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) and ITIL frameworks.Strong analytical and problem-solving skills with attention to detail.Excellent leadership, communication, and vendor/stakeholder management skills.Preferred Qualifications:Familiarity with integration platforms and middleware (e.g., EDI, APIs, FTP, XML).Knowledge of SQL, reporting tools, and ERP back-end systems.Experience with cloud-based PDI solutions or hybrid deployments.Background in retail fuel, logistics, or convenience store operations. Additional Information:- This position is based at our Mumbai office.- A 15 years full time education is required. Qualification 15 years full time education
