Regional TMS Support

Main Purpose:

Manage 2nd level of TMS Support for the Americas region. Following up all the support tickets related to the terminals in the region. Process, monitor and resolve support request, incidents and defects under established SLAs throughout the region. Identify the patterns for recurring incidents and their root causes. Analyse severity of issues and escalate where required to Level 3 support teams. Trigger change requests and coordinate required teams for any ticket’s lifecycle.

Knowledge Skills and Abilities, Key Responsibilities:

The position will involve but is not limited to the following areas of responsibility:

Gathering and document requirements understanding the processes, needs and the reasons behind the business core Prepare BRD, Business Requirement Document, and SRS, System Requirement Specifications Document Assumptions, dependencies and risks Supervising work execution and quality of deliverables anticipating potential problems and resolving Prepare documents, meeting materials and correspondence Prepare test scenarios based on process requirements and conduct technical tests Test new features/fixes. Tracking improvements for future versions Conduct User Acceptance Testing sessions with key users. Get sign off of the business for requirements and UATS Troubleshoot and investigate software issues reported by users. Create and update user documentation and train users on new functionality as needed. Diagnose and resolve day to day technical TMS issues Escalate IT issues to Regional/global IT Infrastructure Management where necessary Responsible for assuring appropriate use of TMS in all terminals. Provide remote support to users in other regions when issues are escalated as P1. Adhere and actively work to maintaining global TMS IT standards Provide effective basic user training and Key user inductions, Liaise with IT groups for any patching for TMS servers. Monitor and perform health checks to TMS application and equipment for all terminals on a periodic basis. Responsible for logging and tracking defects that have been identified and escalating to the corresponding Project Manager Reporting faults and maintaining records on server and site outages. Submit weekly reports to the Regional/global team for highlighted issues affecting any terminal within the region. Assuring governance compliance with TMS Users and IT teams.

Other Responsibilities:

Perform basic administrative support duties as required to meet specific operational objectives Assist with weekend on call support as and when required or as assigned by Regional/global TMS team Work extra hours to meet deadlines, as required and where reasonable Provide assistance as required to the Regional IT Infra teams managing the TMS Infrastructure Ensure that a high level of customer service and support is provided to all Stakeholders and TMS sites

Experience:

5 plus years’ experience in providing End User IT Support with-in a high pressure environment.

Ability to demonstrate the following:

Strong communication and customer service skills across all levels of an organization. Proven ability to support end users on all levels, as well as collaborate with all levels of IT staff. Demonstrated ability to work independently and exercise strong technical and business judgment in mission critical Automation support functions with-in Operations and Terminal environments. Strong diagnostic/ troubleshooting skills must have an abiding curiosity and interest for Industrial equipment and Terminal Operations practices. Driven to provide superior support. Demonstrated a true ownership mentality to service and problem resolution. Ability to be on-call on a scheduled basis; or as sometimes-required work long hours to resolve TMS issues at any given terminal. Be able to travel at very short notice to all countries where there are active TMS operations.

Skills, Competencies and Qualifications:

Strong knowledge of Win 7 & 10 and Active Directory. ITIL, ITSM or other Service Delivery management Strong working knowledge of Oil and Gas terminal operations. Strong understanding of Oil/Downstream platforms would be advantageous. Proven expertise in integrating Industrial equipment and understanding communication protocols Working knowledge of networking routers, firewalls, switches such as Cisco, Citrix, VPN, and Link optimization appliances. Working knowledge of Automation processes Strong written and spoken English essential (Other languages ( Spanish, French and Portuguese) advantageous) Effective communicator with different types of audiences: internal team, vendors and terminal staff Can Adapt and cope with changing environments.

Key Relationships and Department Overview:

Key Relationships:

Internal IT Teams (local, Regional and Global) Business TMS users Third party vendors

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