A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers. Hapag-Lloyd’s strategy depends on a successful digital transformation.
As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd.
This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The manager is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible.
ABOUT THE ROLE
The Duty Manager is responsible for the smooth running of the IT Digital Operations Centre (IT DOC) shift team ensuring correct coverage is in place to support the needs of IT and the business. Acts as the first escalation point for operational incidents and issues.
KEY RESPONSBILITIES AND TASK
- Perform management of the Front Office, Back Office and other technical teams within the IT DOC while on shift.
- Support the Major Incident Managers in the management of high priority Incidents and orchestrate internal/external escalations as required.
- Perform line manager duties for the shift team.
- Deputize for Head of IT DOC & ITSM where required and instructed to do so..
- Ensure all Major Incidents are acted upon within required timeframes and service is restored within SLA’s, highlighting any service breaches and opportunities to improve to ensure improvement takes place to mitigate future similar outcomes
- Ensure all Incidents are logged within agreed timeframes to the correct teams and the Incidents contain all the information required so that support groups can trigger restoration activities efficiently
- Ensure all necessary changes and standard changes are logged for any preventative activity that takes place on shit
- Act as the first point of escalation for senior IT stakeholders and staff within the IT DOC
- Accountable for the IT DOC teams while on shift
- Ensure escalations from the rest of Hapag-Lloyd Infrastructure and Operations, other internal staff and customers are dealt with appropriately
- Perform a lead role in the development of the IT DOC service/processes to improve the user experience of Hapag-Lloyd IT
- Within the IT DOC working together with the IT DOC Manager, Major Incident Managers, IT DOC staff and the representatives of Network UCC and Security regarding overall delivery of the IT DOC
- Hosting the global DSR (Daily Service Review)
- Responsible for seamless handover between shifts
BEHAVIOURS AND APPROACH
- Team leader focused on empowering his/her team to deliver to the best of their capabilities, developing them by inspiring, encouraging and providing constructive feedback to help improve performance
- Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
- Experience with and sensitivity for different cultures and working practices
- Ability to act under strong pressure and to manage efficiently crisis situations
- Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
- Ability to speak to “non-IT” stakeholders in terms they will understand
WORK EXPERIENCE
- Total 9 to 12 years of experience
- Experience of operating as a Duty Manager in a multi-disciplined service management team (ideally from within a NOC/SOC environment)
- Experience of running a multi-skilled function with people management via both direct reporting and matrix management
- Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies.
- Solid experience of ServiceNow
- Proficient in the use of an array of monitoring tools
- Good understanding of current and emerging technologies and how these are applied in complex multi-vendor environments.
- Minimum 3-5 years Command & Control Centre/NOC Management experience
- Minimum 3-5 years’ experience of working within a global NOC/SOC environment
EDUCATION AND QUALIFICATIONS
- Bachelor’s or Master's degree in a relevant field (e.g. Information Technology, Computer Science, Operations Management or related).
- ITIL 3 or 4 certification
- Project Management education and experience
- Agile delivery methodology
- Minimum of 5 years of experience working with ServiceNow, including at least 2 years in a leadership or management role.
- Experience with ServiceNow modules ITSM, ITOM, CMDB, and Incident Management.
- Excellent communication, problem-solving, and stakeholder management skills.
- English language – expert proficiency (additional languages are beneficial)
WHAT WE OFFER
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- Employees’ Deposit Linked Insurance Scheme (EDLI)
- Learning & Development through HL Academy
- Flexible Work from Home
- Leave Travel Allowance
- Variable performance bonus
- Recreation facilities
- Privilege, Casual and Sick leaves
