JOB PURPOSE:
• Provide day-to-day application support for business and operational systems used by DPW Jeddah.
• Log, analyze, troubleshoot and resolve user issues in line with agreed priorities and service levels.
• Coordinate with business users, internal IT teams and vendors to ensure stable application availability, timely incident resolution and continuous improvement.
KEY ACCOUNTABILITIE
- SProvide first and second level support for business applications, portals, integrations and related operational systems
- .Attend user complaints and service requests through the approved support channels and ticketing process
- .Understand the reported issue, reproduce the problem where required and assess business impact and urgency
- .Priorities incidents based on operational impact, SLA and business criticality
- .Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions and integration status
- .Coordinate with 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 review as per approved procedure
- .Train and guide users on correct application usage and support process when required
- .Identify recurring issues and recommend process, system or control improvements to reduce incidents and manual workarounds
- .Ensure proper documentation of incidents, resolutions, workarounds and lessons learned in the support knowledge base
- .Maintain confidentiality, data integrity and compliance with IT security policies and company procedures
- .Responsible for safety and discipline in the work area
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QUALIFICATIONS, EXPERIENCE AND SKIL
- LSMandatory: Bachelor's degree in Computer Science, Information Technology, Business Information Systems or related fiel
- d.Diligent, quick learner, customer-focused and willing to work extra hours or shifts during operational emergenci
- esMinimum 2 to 3 years of experience in application support, IT support, systems support or similar rol
- e.Knowledge of port terminal operations, TOS or logistics applications will be an advantag
- e.Strong analytical and problem-solving skills with ability to understand business process and system behavio
- r.Good communication skills with ability to interact professionally with users, stakeholders, vendors and technical team
s.
