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Job Location | Chennai |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | Logistics / Courier / Transportation |
Functional Area | Operations Management / Process Analysis |
EmploymentType | Full-time |
Show More We offerTo provide 24/7 support to Global Business end users & super users from Maersk Line on Global Applications. To handle daily processes in an effective and efficient manner ensuring that individual objectives are achieved, and all operational deliverables are met.Show More Key responsibilitiesKey Areas of Responsibility: Provide 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/Platform 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 O&L 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 O&L Application Support. Ensure that all activities within the O&L 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 O&L 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 O&L 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. Carry out application Smoke and Regression testing for releases.In addition to above the suitable candidate has ideally: Experience in the transport and logistics industry - Desired Self-starter, highly organized and detail-oriented Adept and effective communicator Enjoys complex problem-solving and collaborationShow More We are looking forMinimum of 5 years of experience in support including SME and Analysts activities Proven experience of over 3 years in working in an ITSM environment. An understanding of Operational Service SLA s, Service Catalogues, Service metrics and monitoring. Ability to work in a complex large multinational, global company Demonstrable experience of managing Application Support and working in a fast-paced customer centric environment. Good Understanding of Agile/DevOps/ITIL frameworkTechnical Skills: 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 Experience in development of windows and web applications. Knowledge of Robotic Automation will be preferredShow More, Show More We offerTo provide 24/7 support to Global Business end users & super users from Maersk Line on Global Applications. To handle daily processes in an effective and efficient manner ensuring that individual objectives are achieved, and all operational deliverables are met.Show More Key responsibilitiesKey Areas of Responsibility: Provide 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/Platform 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 O&L 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 O&L Application Support. Ensure that all activities within the O&L 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 O&L 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 O&L 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. Carry out application Smoke and Regression testing for releases.In addition to above the suitable candidate has ideally: Experience in the transport and logistics industry - Desired Self-starter, highly organized and detail-oriented Adept and effective communicator Enjoys complex problem-solving and collaborationShow More We are looking forMinimum of 5 years of experience in support including SME and Analysts activities Proven experience of over 3 years in working in an ITSM environment. An understanding of Operational Service SLA s, Service Catalogues, Service metrics and monitoring. Ability to work in a complex large multinational, global company Demonstrable experience of managing Application Support and working in a fast-paced customer centric environment. Good Understanding of Agile/DevOps/ITIL frameworkTechnical Skills: 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 Experience in development of windows and web applications. Knowledge of Robotic Automation will be preferredShow More,
Keyskills :
value for moneycall loggingknowledge baseproblem solvingbatch processingcustomer centricknowledge sharingregression testingapplication supportcontinuous improvementstatements of work sow