Support Analyst

A.P. Moller - Maersk is an integrated container logistics company and member of the A.P. Moller Group. Connecting and simplifying trade to help our customers grow and thrive. With a dedicated team of over 80,000, operating in 130 countries; we go all the way to enable global trade for a growing world. From the farm to your refrigerator, or the factory to your wardrobe, A.P. Moller - Maersk is developing solutions that meet customer needs from one end of the supply chain to the other.

It is an amazing time to join the Maersk IoT and Automation platform team as we are accelerating our ambitious journey of modernising our terminal infrastructure across the globe. To support this exciting endeavour, we are currently looking for a Support Analyst- Service Management to join our Terminal Automation platform team.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 :

Understand business strategy, objectives, and technology to ensure that work is prioritised by business and align with objectives to help the team overcome technical roadblocks. Understand a business unit's products, services, and basic business processes, and help determine the role the team can play to support their success 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. Investigate and resolve P3 / P4 incidents and fulfil Service Request & Coordinate on P1 / P2 until closure with SME’s / Vendors Strong knowledge of current industry wide quality and test processes and practices, tools, & techniques. Provide 24 / 7 support on all Automation products, enabling technologies and Services including Infrastructure and Database issues. Resolve or triage event-triggered incidents with respective teams 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.) Take responsibility for handling service escalations by impacted Stakeholders 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. Alert stakeholders and 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. Ensure any incidents or service requests that cannot be fulfilled in a timely manner are prioritised and relevant resolver groups are pulled together to resolve the incidents or service requests. 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. Drive and govern continuous improvement of all services in scope. 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 with at least 2 years of hands-on experience as Support / Technical application analyst. Ability to lead, motivate and influence teams particularly in complex and challenging environments. Understanding of data flows in upstream and downstream systems. Experience of working in Scrum & Agile environments. High level of ITIL knowledge, at least having ITIL V3 / 4 Foundation. Ability to plan and execute deployment activities at the team level Understanding of Operational Service SLAs, Service Catalogues, Service metrics and monitoring tools. Comprehensive understanding of ServiceNow or any ITIL based service call logging system.

Additional info

Ref. R70977 At APM Terminals, we are a team of over 20,000 employees spread across more than 60 countries united by a passion to provide our expertise in port operations and container management services. By providing the expertise and port infrastructure essential to world trade, we actively support the advancement of the societies around us, enabling local economies to unlock their potential and build an even stronger global community. Working with a team of talented professionals you will get a chance to experience different cultures and make friends all over the world. You’ll find a culturally diverse, stimulating environment at any of our offices, terminals or depots. When you join APM Terminals, the world is your workplace. APM Terminals is an independent business unit within the Danish Maersk Group – a Global Fortune 500 company with about 89,000 employees and offices in 130 countries with global growth opportunities in a range of fields from shipping and energy to our offshore and manufacturing industries - Join us to achieve even your most ambitious career goals!