Manager - Software Tech Support - Global Service Centre

Navi Mumbai, Maharashtra
Permanent
Full-time

1 month ago

Job Category: IT AdministrationDegree Level: Bachelor's DegreeJob Description:About DP WorldTrade 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 111,000 employees from 159 nationalities, spanning 77 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.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, minimizing disruptions from the factory floor to the customer's door.About DP World Global Service CentreDP World's Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World's growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone! As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.Role Purpose:To lead and manage the Business UAT Center of Excellence (CoE) for the Freight Forwarding function, acting as the central point for all business User Acceptance Testing activities across the Transportation Management System (TMS) and other integrated freight systems. The role ensures that all system features, enhancements, and updates meet business requirements, operational standards, and real-world process needs before deployment. This position also acts as a bridge between IT, business stakeholders, and operational teams to ensure seamless system adoption and process continuity.Designation: Assistant Manager / Manager - Business UAT CoE
Base Location: Ghansoli, Navi Mumbai
Reporting to : DGMKey Role Responsibilities:

Team Leadership & Management

Lead, develop, and mentor a team of 6-10 UAT specialists and analysts.
Define roles, responsibilities, KPIs, and performance expectations.
Conduct regular performance reviews, 1:1s, and skill-development sessions.
Oversee resource allocation and capacity planning across multiple UAT projects.

UAT Center of Excellence Development

Establish and maintain the UAT CoE governance framework and operating model.
Build standardized UAT processes, templates, guidelines, and best practices.
Create reusable test scenario libraries and test data repositories.
Drive continuous improvements based on lessons learned and testing outcomes.

Test Strategy & Planning

Develop end-to-end UAT strategies for TMS features, sub-features, and additional freight systems.
Prepare test plans aligned with business requirements and user stories.
Prioritize test activities based on business risk, impact, and dependencies.
Coordinate UAT timelines with IT, project managers, and regional super users.

Test Case Design & Management

Oversee creation, documentation, and review of test cases and scripts.
Ensure test coverage across all freight forwarding processes (air, ocean, road, rail).
Maintain traceability between business requirements and test cases.
Ensure realistic operational scenarios are captured and tested.

UAT Execution & Coordination

Manage UAT cycles across TMS and other integrated systems.
Track daily execution progress, identify blockers, and drive resolutions.
Facilitate defect triage, prioritization, and closure with IT and business teams.
Ensure accurate documentation of test results, defects, and observations.

System & Process Knowledge

Maintain strong understanding of freight forwarding operations and workflows.
Build expertise in TMS functionality, architecture, and system integrations.
Document process flows, dependencies, and business impact of system changes.

Reporting & Metrics

Develop UAT dashboards and KPI reporting.
Track and present metrics such as test coverage, defect density, execution progress, and regression stability.
Provide regular updates to operations leadership and project teams.
Conduct post-implementation reviews and maintain audit-ready documentation.

Organizational Responsibilities

Uphold DP World principles, values, and safety standards.
Maintain the highest level of compliance, governance, and documentation integrity.
Perform any additional responsibilities assigned by leadership.Skills & Competencies:

Strong understanding of freight forwarding operations (air, sea, road, warehousing).
Hands-on experience with TMS platforms and logistics software.

Knowledge of UAT methodology, functional testing, integration, regression, and end-to-end validation. * Experience with test management tools (Jira, TestRail, Azure DevOps, qTest).

Understanding of system integrations, APIs, and data flows.

Ability to interpret business requirements and translate them into test scenarios. * Analytical mindset with strong documentation and problem-solving skills.Proficiency in MS Office Suite (Excel, PPT, Visio). * SQL knowledge for test data validation is an added advantage.

Strong stakeholder management and communication skills.

Education & Qualifications:

Bachelor's degree in Logistics, Supply Chain, Business Administration, Information Systems, or a relevant discipline.
Additional certifications in testing, QA, Agile, or TMS platforms are preferred.

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 welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

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