Support Analyst

Job Description

What we offer:

Being part of a fast growing, dynamic and impactful team, you, as a Support Analyst will be entrusted with the unique opportunity to be providing and contributing to automation products & enabling services that meet the needs of the business and work well within the overall IoT & automation technology platform. You will have the responsibility for all the activities with respect to day-to-day smooth operations by contributing towards improving and managing Support Tasks on automation products & enabling Services Support

As Support Analyst you will be responsible for the IT Automation Support Level 2 team supporting strategy and key strategic projects as well as build governance over cross-functional processes. While you build enabling Services and functionality as and when necessary, you continuously ensure that automation products & enabling services are continuously operational. At the same time you improve & ensure full collaboration between Other Technology Platforms and the wider business by focusing on being part of building and nurturing global cross-functional relationships that make a difference on a local, regional & global level

What we are looking for:

• Investigate and resolve P3/P4 incidents and fulfil Service Request & Coordinate on P1/P2 until closure with SME’s /Vendors
• Passion about automation and new technologies
• Problem-solving orientation
• Conduct daily review and stand-up calls with respective stakeholders like BAU team, Engineering team, Product teams etc. to follow-up on all active incidents and SRs
• Must be able to work as a single point of contact for all deliverables L2 technical Support on Automation products from vendors or developed inhouse
• Provide transparency and visibility on the team's activities/progress using shared tools and reports, tracking, and reporting of backlog progress including clear identification of associated risks and issues.
• Coordinate with other product teams, vendors, partners, other platform teams for service requests, incidents, problems, etc.
• Perform housekeeping roles (i. e., perform or validate backups, archiving, daily jobs, batch processing, etc.)
• Ensure that important solutions/workarounds to prevalent issues are updated in the Knowledge Article and Known Error Database in SNOW
• Ensure that any changes/updates on the SOPs are communicated on a regular basis to team and pertinent stakeholders and are always up to date
• Follow appropriate escalation procedures in accordance with the defined escalation matrix.
• Create change requests and alert stakeholders, continuously evaluate subject area after a release and report any changes that will impact the business.
• Showcase deep understanding of the respective Automation products, Enabling Services and possess an in-depth knowledge of the deployed Solutions.
• Drive and govern continuous improvement of all services in scope

Whom we are looking for:

• Strong process-oriented approach to work and excellent attention to detail.
• Self-starter who will take new initiatives and improve existing business processes.
• 4+ years of experience
• Ability to motivate and influence teams particularly in complex and challenging environments.
• Ability to plan and execute deployment activities at the team level

Bonus Skills:

• ITIL knowledge, ITIL V3/4 Foundation.
• Understanding of Operational Service SLAs, Service Catalogues, Service metrics.
• Comprehensive understanding of ServiceNow or any ITIL based service call logging system.
• Hands-on experience as Support / Technical application analyst.

Technical Skills:

• Hands-on experience as developer
• Oracle DB, SQL Server, other Databases
• Basic network knowledge
• Bonus Skills: experience with systems monitoring solutions

Business Skills:

• Experience in improving business processes and control.
• Strong skills in presenting information in a clear and understandable way.
• Experience within Terminal industries is a value-add.
• Ability to translate between technical language and business language.
• Ability to understand complex business problems and needs.
• Outstanding organization skills, ability to multitask and make decisions under pressure.
• Ability to work independently with limited guidance and to collaborate remotely with other team members across the globe.
• Must have strong interpersonal skills, proficiency in the English language, excellent written and verbal communication skills required.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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