SENIOR SPECIALIST P&T APPLICATIONS SUPPORT📣 Job Ad

About the Role

DP World is seeking a Senior Specialist P&T Applications Support to join its team in Jeddah, Makkah, Saudi Arabia. This full-time role focuses on providing essential day-to-day application support for business and operational systems utilized across DP World Jeddah. The specialist will be instrumental in ensuring stable application availability and timely incident resolution through effective coordination and troubleshooting.

Key Responsibilities

• Provide first and second-level support for business applications, portals, integrations, and related operational systems.
• Log, analyze, troubleshoot, and resolve user issues in accordance with agreed priorities and service levels.
• Attend to user complaints and service requests received through approved support channels and ticketing processes.
• Understand reported issues, reproduce problems as required, and assess business impact and urgency for prioritization.
• Prioritize incidents based on operational impact, Service Level Agreements (SLA), and business criticality.
• Train and guide users on correct application usage and support processes when necessary.
• Ensure proper documentation of incidents, resolutions, workarounds, and lessons learned within the support knowledge base.

Technical Support and Coordination

• Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions, and integration status.
• Coordinate with business users, internal IT teams, developers, infrastructure teams, database administrators, and vendors for issue resolution and root cause analysis.
• Support application access management by coordinating user creation, role changes, and access reviews as per approved procedures.
• Identify recurring issues and recommend process, system, or control improvements to reduce incidents and manual workarounds.
• Maintain confidentiality, data integrity, and compliance with IT security policies and company procedures.

Required Qualifications and Experience

Candidates should possess 2-5 years of relevant experience in application support. Knowledge of port terminal operations, Terminal Operating Systems (TOS), or logistics applications is considered an advantage for this role.

Essential Skills and Attributes

• Strong analytical and problem-solving skills, with the ability to understand business processes and system behavior.
• Good communication skills, enabling professional interaction with users, stakeholders, vendors, and technical teams.
• A diligent and customer-focused approach, coupled with a quick learning ability.

Work Environment and Commitment

The role requires a willingness to work extra hours or shifts during operational emergencies to ensure continuous support. The incumbent will also be responsible for maintaining safety and discipline within their designated work area.