Job Summary

Job Description :
The Offshore Support Lead will be responsible for managing and supporting Manhattan Active Transportation Management (MATM) application for global client. This role involves leading a team of support analysts, ensuring timely resolution of incidents, managing service requests, and coordinating with onshore teams for escalations. The candidate should have strong technical and functional knowledge of MATM and transportation management processes.
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Key Responsibilities:
•    Application Support:
o    Provide L2/L3 support for Manhattan Active Transportation Management system.
o    Troubleshoot and resolve incidents, service requests, and problems within agreed SLAs.
o    Perform root cause analysis and implement permanent fixes.
•    Team Leadership:
o    Lead and mentor offshore support team members.
o    Allocate tasks, monitor progress, and ensure quality deliverables.
o    Conduct regular status meetings and provide updates to stakeholders.
•    Coordination & Communication:
o    Collaborate with onshore teams, business users, and Manhattan support for issue resolution.
o    Maintain clear documentation of incidents, changes, and configurations.
•    System Maintenance:
o    Monitor system health and performance.
o    Support upgrades, patches, and configuration changes.
o    Ensure compliance with security and audit requirements.
•    Continuous Improvement:
o    Identify opportunities for process optimization and automation.
o    Implement best practices for support and incident management.
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Required Skills & Experience:
•    Technical Expertise:
o    Hands-on experience with Manhattan Active Transportation Management (MATM).
o    Knowledge of transportation planning, execution, and optimization processes.
o    Familiarity with integration technologies (APIs, EDI, XML, etc.).

Key Responsibilities

1. To develop and deliver detailed solutions through consulting project activities
2. To perform qualitative and/or quantitative analyses to assist in the identification of client issues and the development of client-specific solutions -
3. To work with the team in implementing the solutions
4. To develop good practice and Serve as a subject matter expert
5. To design and structure reports and presentations that are appropriate to the characteristics or needs of the audience -
6. To develop knowledge base by staying updated on industry best practices ,emerging trends and creating re-usable components.

Skill Requirements

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Other Requirements

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