Associate -global Support

4 days ago

Salt Lake Kolkata West Bengal, India MOL Information Technology Full time

Vacancy Description of Associate Global Support

**Organization**

Mitsui O.S.K. Lines (MOL) is one of the world's largest multimodal deep-sea carriers, with a rich maritime legacy spanning over **140 years**. Operating across **Asia, the Middle East, Europe, Africa, North America, South America, and Oceania**, MOL connects global trade routes with a strong presence in international shipping and logistics.

**MOL Information Technology (MOL-IT)** is the **dedicated ICT solutions provider** for the MOL Group, delivering **customized technology solutions** across the **shipping, logistics, and supply chain domains**. Established in **1997**, MOL-IT has expanded significantly, operating from **four offices** in **Kolkata, Hyderabad, Mumbai, and Hong Kong**, with a talented team of over **380 software and management professionals**. As part of its growth strategy, MOL-IT is **enhancing its suite of ICT solutions** for existing customers while exploring opportunities to diversify beyond the MOL Group.

**Key Responsibilities**:

- Monitor the flow of all Support incidents, requests or queries addressed to the Global Support Team in the production system.
- Follow defined process flow for all cases
- Handle Code Registration Requests from Users.
- Handle Data Provision task.
- Do Primary analysis for responding to user queries
- Provide root cause analysis on reported problems and suggest solutions wherever possible
- Contact MOL Users, Development teams and others directly when a problem is identified or needs more information.
- Coordinate with Development & System Support teams as required
- Track Releases/Data Patches and Coordinate Release Management process with stakeholders.
- Send Announcement mail to Users about Application Usage Restriction during system Update/Maintenance/Program Release
- Update daily log sheets and ensure proper shift hand-over
- Document standard procedures
- Provide support during UAT and Training
- Ensure task timelines are met consistently and the process standards are followed.
- Gain knowledge of the International Shipping Industry business.
- To complete all related tasks commensuration the position that may be assigned by the superiors from time to time

**Qualifications & Skills**:

- 5-8 years of experience in support roles in handling the Japanese customer.
- Excellent communication (written and verbal), interpersonal, and stakeholder management skills.
- Strong attention to detail with the ability to manage multiple initiatives with discretion and diplomacy.
- Proficiency in MS Office, Canva/Adobe tools, and content management platforms.
- Graduate with JLPT N2/N3 Level.
- **Flexible for all shifts**

**CTC -As per the industry standard

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