India - Hypercare Application Support SME

About Inchcape Shipping Services

At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices, across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.

We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Main Purpose of Job

Inchcape shipping services are currently in the process of a large scale multiyear digital transformation programme, as part of this we are looking for a candidate to manage the early life support model to ensure smooth transition into production.

This is a crucial and fulfilling role - we are on a fascinating journey and need a visionary, strategic thinker to manage and run our early life support team. An exciting challenge for the role will be to engage our transformation teams and customers to ensure a fit-for-purpose hypercare model can be deployed to deliver the applications into production at speed.

As the Hypercare Application Support SME, you will gain an in-depth understanding of our core production systems and provide support to the level 2 teams, instigate detailed investigations and identify problems, engaging with product and development teams to ensure products are running at their optimal level.

This is a great opportunity to work with a technology portfolio that's modern and constantly developing, furthering your knowledge of AI, Cloud, Big Data and other emerging technologies.

You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to.

This is an exciting, dynamic role that requires agility of thought, adaptability with the ability to turn technical solutions and jargon into plain language for staff and communications.

Role Requirements

• Acting as the primary subject matter expert for critical business applications, troubleshooting complex issues, and ensuring the smooth functioning of applications by proactively identifying and resolving potential problems, while collaborating closely with other IT teams and business stakeholders to align application support with strategic goals.
• Deep understanding of specific business applications, including their functionalities, architecture, data flows, and integration points, acting as the go-to person for complex technical issues.
• Excellent in applying analytical, logical, and systematic troubleshooting skills to diagnose complex technical issues and identify root causes.
• Lead the process of identifying, investigating, and resolving critical application issues, including escalating to higher-level support or vendors when needed.
• Implement and oversee application monitoring systems to proactively detect potential issues and take preventative measures to minimize downtime.
• Collaborate with development teams on application updates and deployments, ensuring a smooth transition and minimal disruption to users.
• Develop and maintain comprehensive application documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• Act as a liaison between the application support team and business stakeholders, understanding their needs and communicating effectively regarding application issues and updates.
• Monitor key performance indicators (KPIs) related to application uptime, resolution times, and user satisfaction to identify areas for improvement.
• Available out of hours for incident support and changes such as deployments and hotfixes.
• Strong verbal and written communication skills to effectively interact with technical teams, business users, and senior management.
• Proven ability to lead and motivate a team, delegate tasks, and foster collaboration.
• Participating in application upgrades, patches, and releases, ensuring a smooth transition and minimal disruption to users.
• Working closely with application developers to communicate user feedback, report bugs, and contribute to application improvements.
• Excellent verbal and written communication to effectively explain technical concepts to non-technical users and collaborate with cross-functional teams
• Ability to provide exceptional customer service to end-users, addressing their concerns promptly and professionally.

Key Deliverables

• Provide support to new products during pilot, go-live and handover to BAU support.
• Document run-books ready for handover.
• Assist in entry and exit criteria for hypercare.
• Ensure incidents and problem investigations are done in thorough detail, identifying root causes and issues are resolved within the SLA.
• Provide expert knowledge to application support members, helping identify issues and areas of improvement and providing that feedback to the respective teams.
• Ensure that services can be managed, operated, and supported in accordance with constraints specified during the service design stage of the service lifecycle.
• Ensure that the acceptance criteria are understood by the wider IT operations.
• Manage service components to ensure they meet business needs and performance targets.
• Develop and manage the implementation of remedies and preventative measures.
• Investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical,l or operational)
• Identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions.

Essential

• Minimum 7 years of Development Background
• Good exposure to ITIL practices – In Incident, Problem, and Change processes.
• Exposure to IT Application Support and Service delivery functioning
• Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.
• Flexible in meeting the demands of the role, as the role may involve some evening and occasional weekend work, as well as being on call for incident management.Excellent analysis and problem-solving skills
• Expert in modern software engineering practices
• Microsoft Visual Studio .NET, Visual Basic 6.0, ASP .NET, AJAX, and JavaScript.
• Exposure to SAAS integration
• Expertise in PostgreSQL and SQL Server.
• Exposure to any middleware platforms like MuleSoft, WebMethods, and Dell Boomi will be an added advantage.
• Agile product management tools like Jira, Confluence, etc.
• Education to degree level or able to offer the equivalent in terms of professional training and experience.
• This role requires out-of-hours support and on-call.

Desirable

• Knowledge of the shipping/port agency domain.
• IT application Early Life Support experience.
• Experience in a global organisation and services.
• IT partner/vendor management.
• Experience in Zoho Service Desk.
• Accreditation or qualification in a computing discipline.
• Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation.
• Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience with enterprise-level applications will be an advantage.
• Six Sigma/Lean Green Belt.
• COBIT certified.

Plus much more

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce that works together to provide our customers with the exceptional service they deserve. To reach the highest standards, we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective - We connect the world and see the bigger picture.

The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress- we adopt new thinking and push for positive change in our industry.

Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.

Additional Information:

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation, depending upon your geographical location.

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.