Senior Technical Delivery Manager for Experience Management

5 days ago


Chennai, Tamil Nadu, India Hapag-Lloyd AG Full time

About Hapag-Lloyd
Hapag-Lloyd is a leading global container shipping company with a strong focus on quality and innovation. We operate a fleet of 287 modern container ships and have a total transport capacity of 11.9 million TEU. Our team of 13,500 employees works in 139 countries and provides reliable connections between more than 600 ports worldwide.




  • Key Responsibilities
  • Proactive support using Nexthink: steering our Service Provider, reviewing and approving implementation of proactive measures, and providing insights and recommendations based on data analytics.
  • Framework creation and alignment for XLAs: developing and aligning with our Service Provider a comprehensive framework, collaborating with stakeholders to align XLA objectives with business goals and user expectations, and regularly reviewing and updating XLAs.
  • Nexthink configuration: performing configurations within Nexthink to support monitoring and analysis needs, customizing and optimizing Nexthink settings, and ensuring accurate data collection and reporting.
  • Dashboard creation and management: designing and creating intuitive dashboards for visualizing key performance indicators and user experience metrics, maintaining and updating dashboards to reflect current data, and training and supporting team members in using Nexthink dashboards.


Requirements




  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 5-7 years of experience in IT support/Technical Delivery Management, with a focus on user experience management.
  • Hands-on experience with Nexthink or similar experience management tools.
  • Scripting experience with PowerShell.
  • Familiarity with XLA frameworks and their implementation in a business environment.
  • Solid understanding of ITIL framework and best practices in IT service management.
  • Demonstrated ability to drive continuous improvement initiatives and implement process optimizations.
  • Strong analytical and problem-solving skills.
  • Certification in IT service management is highly desirable.
  • Excellent communication and organization skills.


Contact



Sunaimalar Arunjunaiselvam - HR Talent Acquisition Manager



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