Regional TMS Support Specialist

hace 1 mes

Guate, Guatemala Impala Terminals A tiempo completo
Main Purpose:

As a key member of the Americas TMS Support team, you will be responsible for managing the second level of TMS Support for the region. This involves following up on all support tickets related to terminals in the Americas, processing, monitoring, and resolving support requests, incidents, and defects under established SLAs. You will also identify patterns for recurring incidents and their root causes, analyze the severity of issues, and escalate them to Level 3 support teams when necessary.

Key Responsibilities:The Position Involves:
  • Gathering and documenting requirements to understand processes, needs, and business core reasons.
  • Preparing Business Requirement Documents (BRD) and System Requirement Specifications (SRS).
  • Documenting assumptions, dependencies, and risks.
  • Supervising work execution and quality of deliverables, anticipating potential problems, and resolving them.
  • Preparing documents, meeting materials, and correspondence.
  • Preparing test scenarios based on process requirements and conducting technical tests.
  • Testing new features/fixes.
  • Tracking improvements for future versions.
  • Conducting User Acceptance Testing sessions with key users.
  • Obtaining sign-off from the business for requirements and UATS.
  • Troubleshooting and investigating software issues reported by users.
  • Creating and updating user documentation and training users on new functionality as needed.
  • Diagnosing and resolving day-to-day technical TMS issues.
  • Escalating IT issues to Regional/global IT Infrastructure Management when necessary.
  • Ensuring appropriate use of TMS in all terminals.
  • Providing remote support to users in other regions when issues are escalated as P1.
  • Adhering to and actively working to maintain global TMS IT standards.
  • Providing effective basic user training and key user inductions.
  • Liaising with IT groups for any patching for TMS servers.
  • Monitoring and performing 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.
  • Submitting weekly reports to the Regional/global team for highlighted issues affecting any terminal within the region.
  • Ensuring governance compliance with TMS Users and IT teams.
Other Responsibilities:
  • Performing basic administrative support duties as required to meet specific operational objectives.
  • Assisting with weekend on-call support as and when required or as assigned by Regional/global TMS team.
  • Working extra hours to meet deadlines, as required and where reasonable.
  • Providing assistance as required to the Regional IT Infra teams managing the TMS Infrastructure.
  • Ensuring that a high level of customer service and support is provided to all Stakeholders and TMS sites.
Requirements:Experience:
  • 5+ years' experience in providing End User IT Support within a high-pressure environment.
Ability to Demonstrate:
  • 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 within Operations and Terminal environments.
  • Strong diagnostic/troubleshooting skills, with an abiding curiosity and interest for Industrial equipment and Terminal Operations practices.
  • Driven to provide superior support, with a demonstrated 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.
  • Ability 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.

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