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.

The Role

As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability.

 

Key Responsibilities & Tasks

 

SaaS Support

  • Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.
  • Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.
  • Escalate complex issues to Level 3 support or development teams as needed and track until resolution.
  • Communicate effectively with external partners, stakeholders, and SaaS providers.

 

Technical Expertise

  • Maintain a strong understanding of the organization's application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level.
  • Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.

Problem Identification and Resolution

  • Analyze reported issues to identify trends and recurring problems.
  • Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.

 

Communication and Collaboration

  • Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation management teams.
  • Communicate with end-users to gather information, provide updates, and guide on best practices.

 

Documentation and Knowledge Sharing

  • Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.
  • Contribute to the organization's knowledge base to empower Level 1 support and end-users.

 

Quality Assurance

  • Ensure solutions are based on validated knowledge documentation and not assumptions.

 

Work Experience

  • Proven experience (2–7 years) in application support, including Level 2 roles.
  • Basic or end-to-end knowledge of the shipping lifecycle.
  • Familiarity with EDI and SQL.
  • Excellent analytical and problem-solving skills.
  • Effective communication and interpersonal abilities.
  • Familiarity with ITIL or other IT Service Management frameworks is a plus.
  • Certifications related to specific applications or platforms are beneficial.

 

Personal Attributes

  • Stakeholder-focused mindset with a commitment to delivering exceptional service.
  • Ability to work under pressure and prioritize tasks in a fast-paced environment.
  • Strong teamwork and collaboration skills.
  • Continuous learner, keeping up-to-date with technology trends and best practices.
  • Attention to detail and passion for resolving complex technical challenges.

Additional Notes

  • Willingness to work in 24/7 shifts, including night shifts.
  • Ready to relocate within 15km radius if staying far from the office location.

 

Contact person

Prabhakaran Raja