TMS Support Analyst

Job description

Ref: req24168

Overall responsibility in this role will be:

• To provide day-to-day support for TM300i, responding to logged incident, problem, and request tickets, ensuring they are resolved within agreed SLA.

• To provide coordination with Service Desk, country user, and vendors (hosting and software), ensuring incident is attended to in timely fashion.

• To handle environment maintenance, preventive and corrective as required.

• To provide support to ensure smooth operation with TMS Service.

• Maintenance (preventive/corrective) on environment and supporting services

• Provide triage during incident

 

Responsibilities in area with customers, both internal/external are:

• Attending to the incident/ request ticket ensuring that it is resolved within SLA.

• An efficient communicator especially during incident handling

• Provide timely response to reported incident/problem, including troubleshooting toward resolution (or referral to vendor as appropriate)

 

Responsibilities in area with other stakeholders are:

• Service Desk: Incident, Request handling

• Vendor (Kewill/ITS): work closely with related vendor to ensure timely resolution on incident, problem, and request

• End user: work closely providing immediate resolution to reported incident whenever is possible

 

Responsibilities in area of various processes are:

• Taking ownership for the ticket assigned.

• Incident handling & support, e.g. providing resolution, root cause analysis, resolution execution and escalation of unresolved incidents

• Escalation for any ticket that exceed agreed SLA

• Perform triage if the resolution involves third party, e.g. vendor

• Work on problem definition, analysis, and problem resolution with relevant party.

• 24 x 7 support for P1 incident Tickets 

• Ensure that each incident/problem is fully documented and knowledge database is updated

 

Te be successful in this role, we are looking for below experience and skills:

• Minimum 2 years working experience in IT preferably in logistics industry

• Degree or equivalent in Information Technology

• Proficiency with UNIX/LINUX environment, SQL/Oracle database

• Experience in Apache/Tomcat, J2EE, integration (EDI), Active MQ, Mule soft, and support Transport Management System will be added advantage

• Good communication, interpersonal, and time management skills

• Ability to work effective within cross-cultural environment

• Awareness of IT service, e.g. ITIL

 

 

Other competencies required for this role are:

• Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

• Decision Making:Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Work closely with your supervisor whenever need arises.

• Results Orientation:Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

• Teamwork:Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

• Accountability:Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.

• Communication:Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

• Self Management:Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.