Key Responsibilities 

Application Monitoring & Performance Management 

• Lead continuous monitoring and advanced diagnostics of N4 TOS performance, integrations, logs, and system behaviour across Production, DR, Test, and Dev environments. 

• Identify application bottlenecks, configuration gaps, and operational risks before they impact terminal performance. 

• Perform periodical health checks, assessment and optimization N4 TOS software for better performance 

• Recommend and implement performance improvement actions. 

Advanced Troubleshooting & Incident Management 

• Serve as the senior escalation point for complex N4 TOS application incidents. 

• Troubleshoot and resolve high-severity issues involving application configuration, jobs, transactions, workflows, and integrations. 

• Perform root cause analysis on critical issues and repeated incidents, implement controls to prevent them. 

• Participate in 24×7 standby rotation for P1s and major incident response. 

Customer Consulting & Best-Practice Guidance 

• Provide expert consulting to customers regarding N4 TOS functionality, configuration, operational workflows, and integrations. 

• Conduct configuration reviews, SOP validation, operational health checks, and upgrade-readiness assessments. 

• Lead customer discussions, explain root causes, and drive alignment on corrective and preventive actions. 

• Monthly operational inputs to periodical service review connects with customer 

Configuration Management & Operational Support 

• Review, validate, and optimize customer software setups to align with Kaleris standards. 

• Support controlled changes, deployments, extensions, and application parameter updates. 

• Collaborate with DB, Infra, EDI, and Support teams to resolve cross-functional issues. 

Continuous Improvement & Knowledge Leadership 

• Document issue patterns, SOPs, troubleshooting guides, and best practices. 

• Mentor junior engineers and apprentices, enabling skill uplift across teams. 

• Contribute to automation opportunities, monitoring improvements, and diagnostics enhancements. 

Qualifications & Experience 

Required 

• Bachelor’s degree in IT, Engineering, Computer Science, or equivalent. 

• 6–8 years of experience supporting mission-critical enterprise applications in a production environment. 

• Strong understanding of: 

• Application architecture 

• Logs and monitoring 

• Workflow configuration 

• Application interfaces and job execution 

• Proven ability to troubleshoot complex application performance and stability issues. 

Desired / Advantageous 

• Hands-on experience with N4 Terminal Operating System (TOS) application support. 

• Hands-on EDI experience in enterprise software, logistics, maritime, or supply chain environments. 

• Experience in the maritime / logistics / supply chain domain. 

• Background working directly with customers in consulting, support, or managed services roles. 

• Good understanding of related infrastructure (DB, EDI, networking, Linux/Windows). 

Knowledge, Skills, and Abilities 

• Strong analytical, diagnostic, and root-cause analysis skills. 

• Excellent communication and customer-facing consulting skills. 

• Ability to manage high-pressure incidents and competing priorities. 

• Highly organized with strong multitasking and time-management abilities. 

• High ownership mentality; proactive in preventing issues rather than reacting. 

• Ability to collaborate effectively with distributed global teams. 

• Strong documentation and follow-up discipline. 

• High energy, professionalism, and commitment to quality. 

• Multilingual proficiency is a plus. 

• Required to support 24×7 operations and work in shifts when required.