Job Description

About Us
Maersk is a $30B organization with 100,000 people that move 20% of the world’s trade, and it is the largest shipping and logistics company in the world. We are transforming our company into a global integrator of container logistics.
We are offering you a unique opportunity to be part of that journey and to contribute by creating solutions for an industry leading organization. As a part of this process, you will have an opportunity to participate in a global IT transformation program that will set the direction of the future business model for this large global corporation.
We Offer
As an organization with global presence, joining Maersk is a wonderful and exciting opportunity for you to work with people of diverse talents & background. We offer a fast paced, challenging and truly international atmosphere with activities and teams spread around the globe in Copenhagen, London, Charlotte, and India. The environment is dynamic with focus on high performance, results, and respect for our employees. There will be the possibility of continuous professional and personal development and for expanding a professional and social network.
As a company, we are committed to growing our people. We will provide you with opportunities that broaden your knowledge and strengthen your professional & technical skills.
Summary

• To provide 24x5 support to Global Business end users & super users from Maersk Line on Global Applications.
• To handle daily processes in an effective and efficient manner ensuring that individual objectives are achieved, and all operational deliverables are met

Key Responsibilities:

• Carry out all activities efficiently which will contribute to the achievement of individual and team Key Performance Indicators (KPIs).
• Adhere to Standard Operating Procedures (SOPs) during daily operation.
• Respond to all enquiries in a timely and accurate manner.
• Communicate in such a way as to ensure that ML&S renders an effective service to internal & external clients through efficient support and positive relations.
• Ensure Incidents & Service Requests reported are properly analyzed and resolved.
• Ensure a root cause analysis is done for common / complex errors reported and work towards finding suitable workarounds.
• Make recommendations to improve processes and procedures.
• Evaluate and report systems errors to Team Leader for escalation to Platform owners.
• Avoid occurrence of errors in daily work and take preventive measures to eliminate repetition of errors.
• Monitor correctness of Global FAQs and ML&S IOPs.
• Contribute regularly to same and follow-up with owners to make corrections where necessary.
• Maximize productivity to meet productivity objectives.
• Contribute to Kaizens
• Escalate difficult issues to responsible party(ies) (as defined in the SOPs)
• Pro-actively arrange for own skills to be up-to-date and consistent with required level of competency.
• Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in activities and procedures.
• Coordinate daily work with Team Leader. Follow instructions and implement actions according to administrative policies and procedures.
• Maintain a proper & professional code-of-conduct and inculcate Maersk values and culture at the workplace.

Business Knowledge

• Good Shipping domain knowledge and 2-3 years or more experience in Liner shipping or Logistics business.
• Good understanding of Maersk Line system and processes
• Prior experience in application support and good understanding of related service delivery.

Skills Required

• Good analytical & problem-solving skills
• Self-Starter and can work independently
• Effective communication (verbal & written) within and outside own team.
• Strong Interpersonal skills.
• Ability to work diligently under pressure.
• Ability to inculcate quality culture within the team.

Qualification

• Graduate any stream
• IT Degree / BE
• ITIL Foundation Certified (Preferrable)