Technical Analyst

Job Description

Maersk Line IT supplies global solutions and connectivity to more than 35,000 A.P. Moller Maersk employees in 118 countries. Some of the keywords in our work environment are: Innovation, Creativity, Challenges and Personal growth. You will build a strong international network through extensive liaising with stakeholders worldwide and access a wide range of further career opportunities within Maersk Line IT and the rest of the A.P. Moller Maersk Organisation.Show More We offerAs an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.Show More Key responsibilities- Provide 24/7 Frontline Support on all Technical, Applications, Infrastructure, Database on the New Application Platform/Inland- Investigate and resolve P3/P4 incidents and fulfil Service Request. - Resolve or triage event triggered incidents to the right teams.- Coordinate with other product teams, vendors, partners, SOE/PSE teams for service request, incident, problem, etc.- Perform housekeeping roles (i.e. perform or validate backups, archiving, daily jobs, batch processing, etc)- Responsible for handling service escalations by users of NAP Applications.- Ensure that important solutions/workarounds to prevalent issues are updated in the Knowledge Article and Known Error Database in SNOW.- Ensure appropriate knowledge sharing is spearheaded and cascaded to other team members by being instrumental in building a knowledge base on the issues observed/handled.- Ensure that any changes/updates on the SOPs are communicated on a regular basis to team and pertinent stakeholders and should always be up to-date.- Follow appropriate escalation procedures in accordance to the defined escalation matrix.- Alert stakeholders and continuously evaluates subject area after a release and report any changes that will impact the business- Conduct relevant trainings within the team on new functionalities introduced and upcoming New Releases and issues.- Has a deep understanding of the respective Application / Modules subject area in detail and possesses an in-depth knowledge of the feature designs.- Act as a mentor to junior members of the NAP Frontline Support.- Ensure that all activities within the NAP Frontline Support are carried out to high level of quality whilst following company policy and best practice- Ensure any incidents or service requests that cannot be fulfilled in a timely manner are prioritized and relevant resolver groups are pulled together to resolve the incidents or service requests.- Convey troubleshooting and resolution in a way that is understandable to non-technical members of the company- Contribute to the strategy of the NAP Frontline Support Function- Manage the service with an end to end service mentality that results in an overall positive experience for the end user and that is business focused- Drives and governs continuous improvement of all services in scope of NAP Frontline Support to realize optimal value for money of the service for Maersk- Strong process-oriented approach to work and excellent attention to detail.- Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision- Reporting performance stats of each products to product/platform or relevant stakeholders.Show More We are looking for- Minimum of 4 years of experience in support including SME and Analysts activities- Ability to work in a complex large multinational, global company- Demonstrable experience of managing Frontline Support and working in a fast-paced customer centric environmentTechnical Skills: - A high level of ITIL knowledge at least having ITIL V3 / 4 Foundation- Basics of SAP S4HANA, APIGEE, EDI, KAFKA, etc- An understanding of Operational Service SLA s, Service Catalogues, Service metrics and monitoring.- A comprehensive understanding of Service Now or any ITIL based service call logging systemBusiness Skills:- Very strong skills in representing information in a clear and understandable way- Communication and collaboration skills to articulate, rationalize and document items- Ability to translate between technical language and business language - Ability to understand complex business problems and needs- Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe- Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required.- Be enthusiastic and passionate about providing best in class customer serviceShow More,

Keyskills :
sqljavatroubleshootingenvironmentsql servervalue for moneystrong interpersonal skillscall loggingknowledge basebatch processingenglish language