THE ROLE
As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the
organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and
collaboration with internal and external stakeholders to ensure operational continuity and application stability.
KEY RESPONSIBILITIES & TASKS
1. SaaS Support
Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.
Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.
Escalate complex issues to Level 3 support or development teams as needed and track until resolution.
Communicate effectively with external partners, stakeholders, and SaaS providers.
2. Technical Expertise
Maintain a strong understanding of the organization's application portfolio, including configurations,
integrations, and dependencies at a basic to intermediate level.
Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.
3. Problem Identification and Resolution
Analyze reported issues to identify trends and recurring problems.
Proactively monitor application performance, identify potential bottlenecks, and implement preventive
solutions.
4. Communication and Collaboration
Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation
management teams.
Communicate with end-users to gather information, provide updates, and guide on best practices.
5. Documentation and Knowledge Sharing
Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.
Contribute to the organization's knowledge base to empower Level 1 support and end-users.
6. Quality Assurance
Ensure solutions are based on validated knowledge documentation and not assumptions.
Follow the “four-eye principle” to guarantee 100% quality in resolutions.
Qualifications
WORK EXPERIENCE
Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical
aptitude are also considered.
Basic or end-to-end knowledge of the shipping lifecycle.
Familiarity with EDI and SQL.
Excellent analytical and problem-solving skills.
Effective communication and interpersonal abilities.
Familiarity with ITIL or other IT Service Management frameworks is a plus.
Certifications related to specific applications or platforms are beneficial.
PERSONAL ATTRIBUTES
Stakeholder-focused mindset with a commitment to delivering exceptional service.
Ability to work under pressure and prioritize tasks in a fast-paced environment.
Strong teamwork and collaboration skills.
Continuous learner, keeping up-to-date with technology trends and best practices.
Attention to detail and passion for resolving complex technical challenges.
ADDITIONAL NOTES
Preferably immediate joining or a maximum notice period of 60 working days.
Willingness to work in 24/7 shifts, including night shifts.
Ready to relocate within 15km radius if staying far from the office location.
Skills Required
- 2-7 years proven application support experience (Level 2)
- Basic or end-to-end knowledge of the shipping lifecycle
- Familiarity with EDI (Electronic Data Interchange)
- Familiarity with SQL
- Excellent analytical and problem-solving skills
- Effective communication and interpersonal abilities
- Familiarity with ITIL or IT Service Management frameworks
- Certifications related to specific applications or platforms
- Willingness to work 24/7 shifts including night shifts
- Ability to join immediately or within a maximum notice period of 60 working days
- Willingness to relocate within a 15km radius of the office
What We Do
With a fleet of 280 modern container ships and a total transport capacity of 2.1 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,700 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.1 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. Around 2,900 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.
