IT Product Operations

Purpose of the Job :
The main objective of the IT Operations Executive is to be part of the global
logistics IT end user support team with knowledge & ownership of all Logistics
IT products & solutions offered to all Aramex internal or external clients.

Role & Responsibility:

• Provide level-‎1/ tier-‎1 technical support for all Logistics IT technical products.


• Manage and resolve all logistics IT client's technical queries and day-to-day issues arising from internal and external business clients.


• Monitor, respond and resolve all IT support tickets logged by end users.


• Make sure all tickets are resolved within agreed business SLAs as per the priorities.


• Knowledge of all Logistics IT products offered by IT to Logistics business globally.


• Remote/Phone/ On-site support for all WMS issues that may arise within a warehousing environment.


• Configure, manage and support all RF & mobile scanning devices used by warehouse operations.


• Maintain records and track usage of all Logistics IT assets in use by global operations


• Analyze all technical issues and suggest solutions for repetitive issues to mitigate IT tickets.


• Build knowledge base of frequent requests / incidents for cross team knowledge sharing aiming to have a quick reference for the system support offered to the network


• Be part of internal IT product testing team for any new developments and enhancements projects.


• Be a team player and part of global IT support team who handles all station user queries.


• Participate in periodic/daily IT team meetings and other periodic activities for the logistics teams.


• Work towards common team targets and close all IT tickets in a timely manner to avoid escalations.


• Willingness to work on a rotating shift that may change on weekly basis with 24x7 support model.

Education, Experience & Skills
* Bachelor's degree in technology related fields (computer science, engineering, Information Technology)
* Knowledge in Microsoft SQL database T-SQL
* Good listening and interpersonal skills & attention to details
* Knowledge in Logistics & Warehousing industry is a plus
* Knowledge in Infor WMS is a plus
* A year experience in L1/Tier1 end user support and knowledge in ticketing system is a plus
* Excellent written/oral communication skills internally and externally with customers or operational end users
* English language: excellent written/ oral communication skills
* Knowledge in system integrations & APIs is a plus
* SSIS & SSRS experience is a plus
* Knowledge in building reports is a plus
* Experience in any order management system is a plus
* ITIL knowledge/ certifications is a plus
Company Overview:
Since our founding in ‎1982 we have grown to become a world leader in
comprehensive transport and delivery solutions for business and consumers.
Headquartered in Dubai, at the heart of the world's most dynamic commercial
hub and on the site of historic trade routes linking east and west, commerce
and transport are deeply embedded in Aramex's DNA. We are dedicated to
transforming the face of trade, expanding our operations rapidly to better
connect businesses and consumers worldwide.