Associate -global Support

8 hours ago

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

**Organization Background**

MOL is one of the world’s largest multimodal deep-sea carriers with over 138 years of maritime history covering Asia, Middle East, Europe, Africa, North America, South America, Oceania, with links to global routes.

MOL Information Technology (MOL-IT) provides customized ICT solutions to the MOL group of companies in the domains of shipping, logistics etc.

"Started in 1997, the MOL-IT group has grown considerably with its four offices in Kolkata (India), Hyderabad (India), Mumbai (India) & Hong Kong, and a combined staff strength of over 225 software and management professionals."

It is gearing up to expand its breadth of software ICT solutions for the existing customer base and diversify into different sectors outside MOL.

**Areas of 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.

**Preferred Skill Set & Experience

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