The Manager of Operational Applications leads the support, optimization, and lifecycle management of the terminal’s mission-critical applications, including Navis N4, GOS (Gate Systems), and RTLS. This role bridges the gap between technical execution and people leadership, overseeing a team of analysts and developers to ensure 24/7 terminal uptime. The successful candidate will transition between high-level project strategy and Tier 2/3 technical escalation, working collaboratively with Operations and external vendors to exceed performance benchmarks.

System Stability & Support

Operational Mastery: Maintain a comprehensive understanding of Navis N4, XPS, Gate Systems, and RTLS modules to ensure seamless terminal throughput.

Escalation Management: Act as the primary lead for Tier 2/3 support, prioritizing ticket queues and collaborating with vendors to resolve high-impact system outages or root-cause issues.

Compliance & SLAs: Monitor key performance metrics and report on system health, ensuring the support team consistently meets or exceeds Service Level Agreements (SLAs).

Project Leadership & Strategy

Solution Design: Define software solutions by studying operational workflows, data usage, and terminal bottlenecks to determine technical feasibility.

Requirement Scoping: Lead the definition of user requirements and scope of work for new 2026+ project initiatives, including system upgrades and integrations.

QA & Integration: Oversee quality assurance and integration testing for all new software releases, ensuring messaging and data exchange protocols remain intact.

Team & Stakeholder Management

Mentorship: Supervise and mentor a team of support agents and junior consultants, providing the training and feedback necessary to build internal technical capacity.

Cross-Functional Liaison: Serve as the primary technical point of contact for Business Owners, Super Users, and external partners to drive advancements in terminal processes.

Documentation: Ensure all system architectures, flowcharts, and operational layouts are meticulously documented and updated.

Supervisory Responsibility: 

Supervise 2 – 100 employees (labor) directly and indirectly. 

Education/Experience: 

BA/BS Degree or 5+ years of relevant IT/Operations experience; minimum 3 years of Super User experience with Terminal Operating Systems (TOS).

TOS Expertise: Proven ability to configure, implement, and troubleshoot Navis N4 settings.

Financial Logic: Proficiency in N4 Billing to analyze, trace, and audit chargeable events and invoicing logic.

Technical Literacy: Comprehensive understanding of container terminal application architecture, EDI messaging, and data exchange.

Soft Skills: Strong facilitation and negotiation skills to balance technical solutions against budget and schedule constraints.

Credentials: Must possess or be able to obtain a TWIC Card prior to start date.

Physical Working Conditions: 

· Ability to sit for long periods of time. 

· Ability to work in an office environment. 

· Ability to work day or night shifts including weekends. 

· Ability to use a computer/keyboard and general typing for most of the workday.