About Hapag-Lloyd
With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13.500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 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 across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2.600 employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.

Responsibilities and Tasks:

  • Manage critical and escalated incidents in the IT department, ensuring that all incidents are resolved in a timely and effective manner
  • Maintain communication with all stakeholders throughout the incident lifecycle, including end-users, IT staff, and management
  • Coordinate with other IT teams to identify and implement process improvements that will prevent incidents from escalating in the first place
  • Document and maintain incident records and metrics, providing regular reports to management on incident trends and performance metrics
  • Develop and maintain relationships with key stakeholders, including business partners, vendors, and external service providers
  • Ensure compliance with IT policies, procedures, and standards, and work with other IT teams to identify and mitigate potential risks
  • Provide guidance and support to IT staff on service management processes and requirements for the hand over process to operations
  • Conduct post-incident reviews to identify areas for improvement and develop action plans to address any issues
  • On call Manager on Duty for escalations outside Hamburg office hours

Requirements and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology or related field
  • Minimum of 5 years of experience in IT operations preferably in the banking or telecommunications sector
  • Strong technical knowledge of IT systems and infrastructure, including network, server, and storage technologies
  • Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical stakeholders
  • Strong problem-solving and decision-making skills, with the ability to work under pressure and make sound judgments in high-pressure situations
  • Demonstrated experience in process improvement and change management
  • Strong leadership skills, with the ability to motivate and manage teams in a dynamic and fast-paced environment
  • Experience working with IT service management tools and incident management processes
  • ITIL Foundation certification is highly desirable
  • Your profile is rounded off by very good German and English skills (spoken and written)

We offer:

  • Constantly new, responsible tasks, the opportunity to introduce solutions that you are personally convinced of
  • Excellent opportunities for further development, supported by a wide range of training and development opportunities
  • Competitive remuneration (13 salaries + vacation pay) and social benefits, as well as a permanent employment contract
  • At least 28 days of vacation, flextime, capital-forming benefits, company pension plan
  • Company restaurant with daily changing, high-quality dishes to choose from as well as coffee bar
  • Central location between the main train station and Jungfernstieg as well as subsidy for public transportation
  • Hybrid work model: 3 weekdays at our headquarters in the heart of Hamburg and 2 weekdays mobile work
  • Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
Kristin Peters Managerin Talent Acquisition & Employer Branding