Support Operations Specialist

hace 3 semanas

Panamá, Panamá, Panamá APM Terminals A tiempo completo

Job Description


As a Support Analyst at APM Terminals, you will be responsible for providing top-notch support to our customers and ensuring the smooth operation of our automation products and services. Your key responsibilities will include investigating and resolving incidents, fulfilling service requests, and coordinating with stakeholders to resolve complex issues.


Key Responsibilities



  • Investigate and resolve P3/P4 incidents and fulfill service requests
  • Coordinate with SMEs and vendors to resolve complex issues
  • Conduct daily review and stand-up calls with stakeholders to follow up on active incidents and SRs
  • Provide transparency and visibility on team activities and progress using shared tools and reports
  • Coordinate with other product teams, vendors, and partners for service requests, incidents, and problems
  • Perform housekeeping roles, including performing or validating backups, archiving, and daily jobs
  • Ensure that important solutions and workarounds are updated in the Knowledge Article and Known Error Database
  • Follow appropriate escalation procedures and communicate changes to SOPs to team and stakeholders
  • Create change requests and alert stakeholders to changes that impact the business
  • Drive and govern continuous improvement of services in scope

Requirements



  • Strong process-oriented approach to work and excellent attention to detail
  • Self-starter who takes new initiatives and improves existing business processes
  • 4+ years of experience in a similar role
  • Ability to motivate and influence teams in complex environments
  • Ability to plan and execute deployment activities at the team level

Desirable Skills



  • ITIL knowledge and certification
  • Understanding of Operational Service SLAs, Service Catalogues, and Service metrics
  • Comprehensive understanding of ServiceNow or any ITIL-based service call logging system
  • Hands-on experience as a Support or Technical Application Analyst

Technical Skills



  • Hands-on experience as a developer
  • Oracle DB, SQL Server, and other databases
  • Basic network knowledge
  • Bonus Skills: experience with systems monitoring solutions

Business Skills



  • Experience in improving business processes and control
  • Strong skills in presenting information in a clear and understandable way
  • Experience within Terminal industries is a value-add
  • Ability to translate between technical language and business language
  • Ability to understand complex business problems and needs
  • Outstanding organization skills, ability to multitask, and make decisions under pressure
  • Ability to work independently with limited guidance and collaborate remotely with other team members
  • Strong interpersonal skills, proficiency in the English language, and excellent written and verbal communication skills

About Us


APM Terminals is committed to a diverse and inclusive workplace and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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