Purpose of the Job

The role focuses on ensuring seamless day-to-day operations, resolving technical and functional issues, maintaining system reliability, and supporting business teams across the Aramex network.

Key responsibilities include monitoring and resolving incidents, analyzing recurring issues, maintaining system knowledge, and supporting implementation and testing activities for new releases and enhancements

Job Description

• Provide Level-1 support for WMS, PUDO, and Outlet systems, resolving user queries and incidents within agreed SLAs.
• Manage tickets raised through the global support system and ensure timely updates and resolution.
• Communicate effectively with business users, keeping them informed throughout the issue-resolution process.
• Ensure customer satisfaction through proactive and professional support.
• Collaborate with other D&T teams and business users to address and resolve system issues.
• Participate in team meetings, knowledge-sharing sessions, and cross-functional initiatives.
• Support product implementations and deployments (onsite or remote).
• Share knowledge, troubleshooting steps, and best practices with peers to improve team efficiency.
• Participate in testing and validation activities for new releases, upgrades, and enhancement projects.
• Document and share recurring issues and resolutions to enhance system knowledge and minimize repetitive tickets.
• Analyze incident trends and recommend process or technical improvements.
• Contribute to knowledge base documentation for WMS, PUDO, and Outlet solutions.
• Monitor application health and performance to ensure smooth business operations.
• Ensure all incidents are resolved or escalated within SLA timelines.
• Maintain proper documentation for issues, root causes, and implemented fixes.
• Support configuration and setup activities when needed.
• Identify and propose optimizations that enhance operational efficiency and reduce repetitive incidents.
• Assist in ensuring vendor and third-party integrations for WMS, PUDOs, and Outlets are functioning efficiently.
• Support cost-effective solutions that align with D&T performance and service delivery goals.

Job Requirements - Experience and Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Up to 2 years of experience in application support, preferably with WMS, POS, or similar operational systems.
• Experience with ticketing systems and SLA-driven environments.
• Basic knowledge of Microsoft SQL (T-SQL) and system integrations (APIs, Web Services).
• Understanding of logistics operations (warehousing, pickup & drop-off, outlet management) is a plus.
• ITIL certification or knowledge of ITIL processes is an advantage.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills in English.
• Detail-oriented with the ability to document and communicate technical information effectively.

Leadership Behaviors

Skills