The Maersk Group
Location
Italy | India
Job description
Team / Opportunity
We envisage to build inhouse IT capability to provide Application Support to all the existing O&L applications. We will enhance our Business out-comes by connecting and simplifying global supply chains with a simple end to end offering of products and services, seamless customer engagement and a superior end to end delivery network, taking the complexity out of global supply chains. We are connecting and simplifying our applications by delivering leading application technology to our customers that offer seamless customer engagement and support a superior, consistent end to end delivery of processes, taking complexity out and enabling Maersk’s ability to connect and simplify global supply chains.Provide 24/5 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, 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 with 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 product to product/platform or relevant stakeholders.
Who we are looking for
Minimum of 3-5 years of experience in Salesforce support (Sales Cloud/Service Cloud & Marketing Cloud) including SME and Analysts activities.
A high level of ITIL knowledge at least having ITIL V3 / 4 Foundation.
An understanding of Operational Service SLA’s, Service Catalogues, Service metrics and monitoring.
A comprehensive understanding of ServiceNow or any ITIL based service call logging system.
Relevant experience (3-5 Years) in Sales-Service-Marketing Cloud Platform.
Exposure to Development Tools & Hands-on will be desirable.
We Offer
We operate in a fast-paced environment utilizing modern technologies and bias toward action
We value customer outcomes and are passionate about using technology to solve problems
We are a diverse team with colleagues from different backgrounds and cultures
We offer the freedom, and responsibility, to shape the setup and the processes we use in our community
We support continuous learning, including through conferences, workshops and meetups
Ideally, you will have (*)
Natural bar-raiser: curious and passionate, with a desire to continuously learn more.
Bias to action, being familiar with methods and approaches needed to get things done in a collaborative, lean and fast-moving environment.
Respond effectively to complex and ambiguous problems and situations.
Simplify, clearly and succinctly convey complex information and ideas to individuals at all levels of the organization.
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected] .
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