IT Analyst Event Management

Job Description

As an IT Analyst in Event Management at Hapag-Lloyd, you will play a vital role in advancing the companys goals by innovating and developing world-class solutions while optimizing costs efficiently. Your primary focus will be on IT infrastructure and operations, expanding into customer journeys to enhance service reliability. Your mission is to capture events, identify critical issues, and transition from a reactive to a proactive, predictive, and preventative approach, utilizing SRE, AI, and ML capabilities. You will be working in a 24x7 global operation environment to ensure service excellence.**Key Responsibilities & Tasks:**- Ensure timely conversion of all events into alerts and logging to the correct teams with necessary information for efficient restoration activities- Act as the first escalation point for senior IT stakeholders and staff within the IT Digital Operations Centre (IT DOC)- Accountable for the Event Management Process and its execution- Improve knowledge around Event Management and participate in continuous improvement initiatives- Lead the development of IT DOC services/processes to enhance user experience and operational excellence- Accountable for IT DOC teams during shifts and facilitate seamless handover**Behaviours & Approach:**- Empower your team to deliver their best by providing constructive feedback and encouragement- Build cooperative relationships with customers, peers, and stakeholders based on respect and teamwork- Demonstrate sensitivity for different cultures and working practices- Manage crisis situations efficiently and evaluate information to make sound judgments**Work Experience:**- Total experience of 9 to 12 years with experience in Duty Manager roles within service management teams- Minimum 3-5 years of Command & Control Centre/NOC Management experience- Proficiency in ServiceNow and monitoring tools- Strong understanding of hybrid cloud, network, virtualization, compute, database, and storage technologies**Education & Qualifications:**- Bachelors or Masters degree in a relevant field- ITIL 3 or 4 certification and Project Management education- Experience with Agile delivery methodology- Minimum of 5 years of experience working with ServiceNow and ITSM, ITOM, CMDB, and Incident Management modules- Excellent communication, problem-solving, and stakeholder management skills- Proficiency in English language (additional languages are beneficial)Hapag-Lloyd offers competitive salary, health insurance, life insurance, learning & development opportunities, flexible work from home, leave travel allowance, and more. At Hapag-Lloyd Technology Centre, diversity and inclusivity are celebrated, fostering an environment where everyones voice is heard. Join us at Hapag-Lloyd and be part of a team that cares, moves, and delivers. As an IT Analyst in Event Management at Hapag-Lloyd, you will play a vital role in advancing the companys goals by innovating and developing world-class solutions while optimizing costs efficiently. Your primary focus will be on IT infrastructure and operations, expanding into customer journeys to enhance service reliability. Your mission is to capture events, identify critical issues, and transition from a reactive to a proactive, predictive, and preventative approach, utilizing SRE, AI, and ML capabilities. You will be working in a 24x7 global operation environment to ensure service excellence.**Key Responsibilities & Tasks:**- Ensure timely conversion of all events into alerts and logging to the correct teams with necessary information for efficient restoration activities- Act as the first escalation point for senior IT stakeholders and staff within the IT Digital Operations Centre (IT DOC)- Accountable for the Event Management Process and its execution- Improve knowledge around Event Management and participate in continuous improvement initiatives- Lead the development of IT DOC services/processes to enhance user experience and operational excellence- Accountable for IT DOC teams during shifts and facilitate seamless handover**Behaviours & Approach:**- Empower your team to deliver their best by providing constructive feedback and encouragement- Build cooperative relationships with customers, peers, and stakeholders based on respect and teamwork- Demonstrate sensitivity for different cultures and working practices- Manage crisis situations efficiently and evaluate information to make sound judgments**Work Experience:**- Total experience of 9 to 12 years with experience in Duty Manager roles within service management teams- Minimum 3-5 years of Command & Control Centre/NOC Management experience- Proficiency in ServiceNow and monitoring tools- Strong understanding of hybrid cloud, network, virtualization, compute, database, and storage technologies**Education & Qualifications:**- Bachelors or Masters degree in a relevant field- ITIL 3 or 4 certification and Project Management education- Exper

Keyskills :
ITILEvent ManagementMonitoringServiceNowNOC ManagementHybrid CloudVirtualizationService ManagementIncident ManagementProject ManagementAgile MethodologyCommandControl Centre ManagementNetwork TechnologiesCompute TechnologiesDatabase Technolo