Senior Specialist - P&T Applications Support

Job Purpose

Deliver daily support for business and operational applications utilized by DP World in Jeddah, ensuring smooth functionality and addressing user issues efficiently.

Key Responsibilities

• Provide first and second level technical support for business applications, portals, integrations, and other operational systems.
• Respond to user complaints and service requests following standardized support channels and ticketing protocols.
• Analyze reported issues, replicate problems when necessary, and evaluate the impact and urgency from a business perspective.
• Prioritize incidents considering operational effects, SLAs, and business importance.
• Investigate application problems by reviewing user input, system logs, reports, transactions, and integration statuses.
• Collaborate with developers, infrastructure teams, database administrators, and vendors to facilitate issue resolution and perform root cause analyses.
• Manage application access by coordinating user account creation, permission modifications, and access audits per approved procedures.
• Provide user training and guidance on proper application use and support processes as required.
• Identify recurring challenges and propose improvements in processes, systems, or controls to minimize incidents and reduce manual workarounds.
• Document incidents, resolutions, temporary fixes, and lessons learned thoroughly within the support knowledge repository.
• Maintain strict confidentiality, uphold data integrity, and ensure adherence to IT security policies and corporate procedures.
• Adhere to safety protocols and maintain workplace discipline.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or a related field is required.
• A minimum of 2 to 3 years experience in application support, IT support, system support, or a closely related role.
• Knowledge of port terminal operations, Terminal Operating Systems (TOS), or logistics software is advantageous.
• Strong analytical and problem-solving capabilities with an understanding of business processes and systems.
• Effective communication skills to interact professionally with users, stakeholders, vendors, and technical teams.
• Demonstrated diligence, quick learning ability, customer orientation, and flexibility to work extra hours or shifts during operational emergencies.