Global TOS Delivery team is part of APMT Digital Ops organization and ensures that terminals have 24x7 support for TOS platform. This team follows best ITSM practices, including Incident, Request, Change and Problem management processes under the ITIL framework.
These ITSM processes are implemented in SNOW and both support and terminals are aligned on its use, being SNOW the main communication channel for incidents and requests, and also the tool used to drive the Change and Problem management processes.
As part of this team you will work also in other initiatives around TOS, so having a good understanding of how a terminal works, its operational processes and the different stakeholders the TOS communicates with is a plus.
PRINCIPAL ACCOUNTABILITIES / RESPONSIBILITIES
We are looking for a support engineer with a good understanding of Incident, Request, Change and Management processes and the ability to:
* Communicate with the client and understand his/her requirements when issuing a ticket.
* Resolve both operational and technical incidents on TOS.
* Fulfill both operational and technical requests on TOS.
* Participate in the investigation of Root Causes for Major Incidents.
* Good self-learning skills and ease to navigate through TOS documentation to address issues on TOS.
* Good organizational skills when scheduling changes and communicating with the involved stakeholders.
* SOP development based on new procedures.
* Triage and determine the criticality of an incident quickly, so Major Incident Team and Terminals are aware ASAP of Major incidents.
* Find improvement areas on TOS or its infrastructure.
* Diagnose and troubleshoot EDI errors.
* Work in a fast-paced environment and adapt to changes quickly.
* Work Monday-Sunday from 7:00 am to 11:00 pm on a shift basis.
* Development & automation skills are a plus.
Education and Experience Requirements:
* Bachelor’s degree in computer science or a related field is preferred.
* One to three years of experience as a support engineer.
* Fluent in English. The position is based in Spain.
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