Mgr Engineering

Overview

This role will be responsible for managing Business Level Support arising from incidents experienced with systems or processes. The Level 2 Business Support Manager plays a pivotal role in ensuring operational efficiency and customer satisfaction. They oversee day-to-day support functions, coordinate with internal teams and external partners to resolve service issues, and maintain compliance with international shipping regulations. Their responsibilities include monitoring shipment processes, managing documentation accuracy, optimizing workflows, and providing guidance to junior staff.

By bridging the gap between frontline operations and senior management, they ensure smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards.

• Technical / Application Knowledge

  • Deep familiarity with Cargo Wise One
    : modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization.

  • Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw-text and structured transmissions, partner/carrier/airline integrations.

  • Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in Cargo Wise), error / log analysis.

• Business Process & Domain Knowledge

  • Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context.

  • Understanding end-to-end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise.

  • Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements.

• Problem Solving & Troubleshooting

  • Ability to triage Level 2 issues (after L1): isolate whether it’s user error, configuration, integration failure, system bug, or external partner problem.

  • Root cause analysis, possibly including data logs, workflows, message traces.

  • Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements.

• Project & Change Management

  • Managing small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding.

  • Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go-live, monitoring.

  • Change control, user training, documentation (SOPs, guides), versioning.

• Communication & Stakeholder Management

  • Translating technical issues into business terms for operations, management, external partners.

  • Leading meetings / walkthroughs / demos with users and key users.

  • Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc.

• Team Leadership & Support Structure

  • Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing.

  • Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates.

  • Capacity planning, resource allocation, escalation thresholds.

• Operational Discipline & Continuous Improvement

  • Logging and tracking tickets/issues well; maintaining change registers.

  • Identifying recurring issues / patterns and pushing for systemic fixes.

  • Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining).

• Soft Skills

  • Strong analytical thinking.

  • Organization and ability to manage multiple priorities.

  • Good under pressure, especially when integrations or EDI failures affect operations.

  • Customer-oriented mindset: internal users (operations, sales, customs) and external partners.

  • Good writing skills (for documentation, clear support/resolution notes).

• Supplementary / Nice-to-Have Skills

  • Experience with tools like Service Now, JIRA, Confluence, or ticketing / knowledge base systems.

  • Basic programming / scripting ability (to test or create small utilities, handle data transformations).

  • Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc.

  • Experience in Integration tools like b2bi, Tibco, etc.

Bachelor's…