Business Advisory New Associate

Designation: Business Advisory New Associate

About the Role

We are looking for a detail-oriented and proactive professional to support Customer Operations Incident management ticketing system. You will be a part of the Supply Chain Management team.

Key Responsibilities

• Support Customer Operations Incident management ticketing system.
• Collaborate closely with cross-functional teams.
• Conduct in-depth analysis of requirements.
• Ensure reduction in repeated incidents, ticket closure turnaround time, accuracy of issue resolution, stakeholder satisfaction, and reduced rework.
• Manage the Supply Chain and provide insights to increase efficiency by eliminating waste and facilitating greater profits.
• Manage the flow of goods and services, including processes that transform raw materials into final products.
• Drive cost savings and efficiency improvements in collaboration with onshore and offshore teams.
• Identify opportunities to optimize planning processes and improve service levels.
• Contribute to continuous improvement initiatives across planning operations.

Roles and Responsibilities

• Incident Identification & Ticket Creation:
• Raise incidents promptly based on issues identified by internal teams or stakeholders.
• Ensure accurate and complete ticket creation: description, impact, priority, affected systems.
• Categorize incidents correctly (e.g., data issues, agent defects, inventory discrepancies).
• Ticket Assignment & Coordination:
• Assign incidents to appropriate teams (Engineering, DC Ops, Inventory, Planning, etc.).
• Coordinate with cross-functional teams to ensure clarity on issue ownership.
• Follow up on ownership gaps and ensure accountability is established.
• Tracking & Monitoring:
• Track all open tickets end-to-end until closure.
• Monitor SLA adherence and escalate delays or aging tickets.
• Maintain visibility on critical, high priority incidents.
• Communication & Updates:
• Provide regular status updates to stakeholders (LCM, Engineering, Planners, E, O, etc.).
• Highlight blockers, risks, and dependencies impacting resolution.
• Ensure clear communication of ticket status (open, in progress, pending, closed).
• Validation & Closure:
• Validate resolution provided by respective teams before closing tickets.
• Ensure the issue is fully resolved and does not reoccur.
• Capture resolution details clearly for future reference.

Requirements & Tech Stack

• Supply Chain Execution
• Incident management ticketing system
• Advanced Excel
• PowerPoint

Qualifications

• Any Graduation
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Strong understanding of SCM processes, especially PO lifecycle management
• Ability to work in a fast-paced, operational environment with multiple stakeholders
• Strong communication and problem-solving skills

Preferred:

• Background in supply chain, asset management, or engineering.