Application Support Analyst – Terminal Operating Systems

DP World; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading logistics company is seeking an Application Support Analyst to ensure the stability and performance of the Zodiac Terminal Operating System across European terminals. The successful candidate will act as a subject matter expert, collaborate with teams, and resolve incidents in a dynamic environment. Applicants should have a degree and 3+ years in terminal operations. Competitive compensation is offered, along with opportunities for personal growth in an international setting.

Benefits

Market competitive compensation

Opportunities for personal growth

Dynamic international work atmosphere

Qualifications

• Degree level education required.
• 3+ years experience in a terminal operations role.
• Strong understanding of Terminal Operating Systems is preferred.
• Hands-on experience in incident management and application support is needed.

Responsibilities

• Act as a subject matter expert on the Zodiac TOS.
• Investigate and resolve L2-level incidents.
• Collaborate with Local Super Users to resolve application issues.
• Participate in project implementation activities and UAT support.
• Develop and maintain SOPs and troubleshooting guides.

Skills

Degree level educated

3+ years experience in Terminal operations

Proven experience in terminal operations, shipping, logistics, or supply chain

Strong understanding of Terminal Operating Systems

Analytical ability to diagnose technical issues

Experience supporting software applications in production

Familiarity with ITSM tools (e.g., Jira Service Management)

Hands-on experience in incident management

Education

Degree

Tools

Jira Service Management

Job description

Overview

We are recruiting for an Application Support Analyst – Terminal Operating Systems who will play a critical role in ensuring the stability, usability, and performance of the Zodiac Terminal Operating System (TOS) across European terminals. You will act as a deep domain expert and point of escalation for complex incidents, support a blend of BAU incident management and project-based activities collaborating closely with Local Super Users, the Regional Support Desk (L1.5), and Global Product Teams (L3).

This role will involve travel across European regions as implementation phases progress.

Responsibilities

• Act as a subject matter expert (SME) on the Zodiac TOS and related business processes.
• Investigate and resolve L2-level incidents escalated by Terminal Super Users via the Regional Support Desk.
• Collaborate with Local Super Users and IT teams to triage, diagnose, and resolve application issues.
• Escalate product defects, bugs, or deep technical issues to the Global (L3) Engineering team when required.
• Participate in project implementation activities, including UAT support, data validation, and go-live hypercare.
• Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base content.
• Build and maintain strong working relationships with local/regional stakeholders and other L2 team members.
• Contribute to system optimisation and usage improvement through root cause analysis and recommendations.
• Support on-call incident response rotation for out-of-hours application issues.
• Participate in training sessions, shadowing, and knowledge transfer activities to expand regional capability.
• Optionally specialise in specific modules or functional areas of the Zodiac platform, becoming the regional go-to expert.

Your Key Skills

• Degree level educated
• 3+ years experience in Terminal operations
• Proven experience in terminal operations, shipping, logistics, or supply chain environments.
• Strong understanding of Terminal Operating Systems (Zodiac or similar platforms preferred).
• Demonstrated ability to analyse technical issues and work with cross-functional teams to resolve them.
• Experience supporting software applications in a live production environment.
• Familiarity with ITSM tools (e.g., Jira Service Management) and SOP documentation practices is an advantage but not essential as training will be given.
• Hands-on experience in incident management and application support roles

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises syncreon, Imperial and P&O.

What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

EEO Statement

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.