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IT Experience Management Technical Lead
1 month ago
About the Role
Hapag-Lloyd is seeking a skilled IT Experience Management Technical Lead to join our team. This role combines responsibilities as a Service Delivery Manager for Experience Management, steering our Service Provider using mainly Nexthink for proactive support, aligning on a framework for XLAs (Experience Level Agreements) and actively managing it, and the role of a Technical Delivery Manager performing configurations and dashboard creations in Nexthink to cover internal requirements.
Responsibilities and Tasks
Experience Management Delivery
- Steering of our Service Provider who monitors and analyses end-user experience data using Nexthink to identify and address potential issues proactively.
- Review and approve implementation of proactive measures to improve overall user experience and system performance.
- Provide insights and recommendations based on data analytics to enhance IT service delivery.
- Develop and align with our Service Provider a comprehensive framework for Experience Level Agreements (XLAs).
- Collaborate with our Service Provider and stakeholders to align XLA objectives with business goals and user expectations.
- Regularly review and update XLAs to ensure they meet evolving business needs and industry standards.
Technical Delivery
- Perform configurations within Nexthink to support monitoring and analysis needs.
- Customize and optimize Nexthink settings to ensure accurate data collection and reporting.
- Design and create intuitive dashboards in Nexthink for visualizing key performance indicators and user experience metrics.
- Maintain and update dashboards to reflect current data and provide actionable insights.
Requirements and Qualifications
- 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 (e.g., ITIL, PMP) is highly desirable.
Estimated Salary Range: ₹20,00,000 - ₹30,00,000 per annum, depending on qualifications and experience.
