Technical Analyst

Job Description

Pick a point on the globe, and Maersk won t be far away. With 90% of global trade carried by sea, there is a high chance that the shoes on your feet or the phone in your pocket travelled to you on a Maersk vessel. Would you like to be part of a team that impacts the daily lives of people in every corner of the world Then keep readingIn 2016 Maersk embarked on a transformational journey to become the global integrator of container logistics. Every day we continue to deliver on our vision to connect and simplify our customers supply chains while living our mission of facilitating global trade.Show More We offerWe envisage to build inhouse IT capability to provide Application Support to all the existing L&S applications. We will enhance our Business out-comes by connecting and simplifying global supply chains with a simple end to end offering of products and services, seamless customer engagement and a superior end to end delivery network, taking the complexity out of global supply chains. We are connecting and simplifying our applications by delivering leading application technology to our customers that offer seamless customer engagement and support a superior, consistent end to end delivery of processes, taking complexity out and enabling Maersk s ability to connect and simplify global supply chains.We will deliver Application Support through an agile, Business aligned delivery model and champion the winning behaviours of customer orientation, collaboration, agility and people orientation to drive successful outcomes and engaged delivery teams.Our team s ambition is to provide a mature effective business focused end to end services for our businesses. It is vital that the successful candidate for this role is hugely customer focussed both from an end user perspective and for stakeholder management. Collaborating with other senior staff across Maersk and 3rd party vendors, this role will help to shape and then rapidly deliver Best in Class service measurable by KPI s and customer feedback.The post demands an enthusiastic, highly motivated individual with at least 5 years experience in a similar role. The post holder must have a full range of technical experience and he or she must be able to communicate to a range of technical and non-technical audiences.This individual will need to be able to cover work as part of a team covering 24/7 operations as part of an ongoing shift system.Show More Key responsibilitiesProvide 24/7 Application Support on all Technical, Applications, Infrastructure and Database. 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 L&S 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 L&S Application Support. Ensure that all activities within the L&S Application 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 L&S Application 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 L&S Application 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 forMinimum of 5 years of experience in support including SME and Analysts activities Relevant experience (1-2 Years) in C#, ASP.NET, SQL Server. Experience in development of windows and web applications. Knowledge of Robotic Automation will be preferred. Ability to work in a complex large multinational, global company Demonstrable experience of managing Application Support and working in a fast-paced customer centric environmentTechnical Skills: A high level of ITIL knowledge at least having ITIL V3 / 4 Foundation An understanding of Operational Service SLA s, Service Catalogues, Service metrics and monitoring. A comprehensive understanding of ServiceNow or any ITIL based service call logging system Relevant experience (1-2 Years) in C#, ASP.NET, SQL Server. Good understanding of Phyton/Java Good understanding of Robotic AutomationBusiness 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 service Energetic and enthusiastic combined with resilience and determination Detail-oriented Hugely customer focused Ability to take initiative and work independently Results-oriented and a sense of urgencyShow More,

Keyskills :
sqljavatroubleshootingenvironmentsql serverend to end deliveryvalue for moneystrong interpersonal skillscall loggingknowledge basebatch processing