SECTION I: JOB PURPOSE To ensure the effective management, assessment, and coordination of IT support requests across all locations by reviewing, evaluating, and monitoring IT tickets to facilitate timely resolution. The role is responsible for serving as the central point of review for all IT-related issues following the discontinuation of Super Users, ensuring that each ticket is accurately assessed, prioritized, and escalated to the Paragon Team for appropriate action. The position aims to support uninterrupted business operations, enhance user satisfaction, and ensure timely resolution of system-related issues through effective coordination and follow-up.

SECTION II: KEY RESPONSIBILITIES

Key Responsibilities

1. Review and assess all IT tickets submitted across all locations to ensure accurate evaluation, prioritization, and timely resolution.
2. Serve as the central point of review for all IT support tickets following the discontinuation of Super Users.
3. Analyze reported system issues, user concerns, and operational requests to determine the appropriate course of action.
4. Escalate IT tickets to the Paragon Team with clear and accurate information to facilitate efficient troubleshooting and resolution.
5. Monitor the status of escalated tickets and follow up with the Paragon Team to ensure timely closure.
6. Maintain records of IT tickets, escalations, resolutions, and recurring system issues for reporting and continuous improvement purposes.
7. Coordinate with users across all locations to obtain additional information required for ticket assessment and resolution.
8. Ensure minimal disruption to business operations by facilitating prompt resolution of system-related issues.
9. Identify recurring system problems and communicate observations to the relevant support teams for preventive action and process improvement.
10. Provide regular updates to stakeholders regarding ticket status, resolution progress, and outstanding issues.

CORDIS Training and User Support

1. Schedule and conduct CORDIS training sessions for newly onboarded agents to ensure effective understanding of system functionalities and operational workflows.
2. Provide structured guidance on CORDIS modules, processes,



and best practices to enable users to perform their roles efficiently.
3. Organize and facilitate Microsoft Teams sessions to support new users in navigating system modules and resolving operational challenges.
4. Provide ongoing user assistance and troubleshooting support related to CORDIS functionality and workflow management.
5. Assess user training needs and customize training approaches to improve system adoption and operational efficiency.
6. Liaise with the Paragon Team and other support teams to resolve complex system issues encountered by users.
7. Ensure prompt identification, escalation, and resolution of user-reported system difficulties.
8. Develop and maintain training materials, user guides, and process documentation to support knowledge transfer and system usage.
9. Monitor the effectiveness of training programs and provide additional coaching where required.
10. Promote user awareness of system updates, process enhancements, and operational best practices to ensure consistent and efficient use of CORDIS.
11. Support continuous improvement initiatives aimed at enhancing user competency, system utilization, and operational efficiency across all locations.

SECTION III: KNOWLEDGE & SKILLS Educational and Technical Qualifications:

Educational Qualifications:

- Graduate in any discipline.
- Additional qualification or certification in Logistics, Shipping, Supply Chain Management, or a related field is desirable.

Technical Qualifications · Strong working knowledge of the CORDIS system, including operational workflows, system modules, and user management processes.

· Experience in reviewing, assessing, and managing IT support tickets within a structured ticket management environment.

· Ability to analyze system-related issues, identify root causes, and determine appropriate escalation requirements.





· Experience in coordinating with IT support teams and system vendors to facilitate issue resolution.

· Knowledge of incident management, ticket prioritization, escalation procedures, and service-level requirements.

· Ability to document, track, and monitor IT tickets through to resolution.

· Experience in conducting system training sessions, user onboarding, and knowledge transfer activities.

· Proficiency in preparing training materials, user guides, process documents, and system-related communications.

· Strong understanding of business processes and operational workflows within shipping, logistics, or service environments.

· Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Microsoft Teams.

· Ability to conduct virtual training sessions and user support activities through Microsoft Teams and other collaboration platforms.

· Experience in troubleshooting user issues and providing first-level system support.

· Ability to identify recurring system issues and recommend corrective or preventive actions.

· Strong documentation and record-management skills for maintaining training records, issue logs, and support reports.

· Familiarity with system testing, user acceptance testing (UAT), and process validation activities will be an added advantage.

Language Skills

- Fluent in spoken and written English with the ability to communicate effectively with customers, agents, vessel operators, and internal stakeholders.
- Good business communication skills, including qualified email correspondence and report preparation.
- Ability to communicate clearly and professionally in a multicultural and international business environment.
- Proficiency in the local language is desirable for effective coordination with local customers, vendors, depots, and authorities.
- Strong interpersonal and customer service skills with the ability to handle operational queries and documentation-related issues effectively.

Years of Experience: · 1 Years

Pay: ₹19,000.00 - ₹30,000.00 per month

Benefits

- Health insurance
- Provident Fund

Application Question(s):
- Shipping & Logistics qualification

Education:
- Bachelor's (Required)

Language:
- English (Required)

Work Location: In person

📌 Executive Documentation (Maradu)
🏢 Sima Marine India
📍 Maradu