IT Analyst – Event Management

Company Background
Founded in 1847, the roots of Hapag-Lloyd AG go back to the 19th century, when the company set sail for New York with their first ships of general cargo and passengers. From these beginnings, Hapag-Lloyd has grown into a leading and globally active container liner shipping company with an exciting history founded on core company values.

With a fleet of 266 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world's leading liner shipping companies. In the liner shipping segment, the company has 13,500 employees at locations in 140 countries with 403 offices. Hapag-Lloyd has a container fleet of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. Worldwide, 113 liner services ensure fast and reliable connections between more than 600 ports on all continents. In the Terminal & Infrastructure segment, Hapag-Lloyd bundles its holdings in 20 terminals in Europe, Latin America, the USA, India and North Africa. Around 2,900 employees work in the Terminal & Infrastructure segment and complementary logistics services at selected locations.

"We care. We move. We deliver."
– these are our corporate values, and they are at the heart of everything we do. Our values tell a story about where we come from. They define who we are, and they guide us on our path into the future. They guide the way we do business, inspire us, motivate us, and help us find the right path like an inner compass – together.

Our values are not only linked to our actions and business activities, but also to our vision and mission. In 2018, we set ourselves the goal of becoming the "Number One for Quality". We have a clear strategy that will help us along the way. Our values are a guiding force that will enable us to implement this strategy in a sustainable way.

"Connecting the world across oceans" – that's what we stand for at Hapag-Lloyd. That's our goal, and that's what we've always done – for more than 175 years. Today, we connect companies, markets and economic systems. We facilitate global trade, promote the prosperity of countries and businesses, and open up new opportunities wherever we operate.

Our greatest asset on this journey is our 14,500+ employees around the globe. And what unites us all is our common culture and our values: "We care. We move. We deliver."

THE IT ORGANISATION
A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers. Hapag-Lloyd's strategy depends on a successful digital transformation.

As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd.

This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The IT Analyst is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible.

About The Role
The Event Management role is responsible for leveraging ITIL process skills, specifically focused on event management monitoring across the IT estate. The role will initially focused on IT infrastructure and operations and then expand into customer journeys.

This role is important to service reliability increases that Hapag-Lloyd is investing in. Capturing events and identifying critical issues needing attention will be the primary mission supporting the maturity increase through reactive > proactive > predictive and preventative approach, leveraging SRE, AI and ML capabilities. The role requires working in a 24x7 global operation environment to deliver service excellence.

Key Responsibilities & Tasks

• Ensure all events are properly converted into alerts and logged within agreed timeframes to the correct teams and contain all the information required so that support groups can trigger restoration activities efficiently
• Act as the first point of escalation for senior IT stakeholders and staff within the IT Digital Operations Centre (IT DOC)
• Accountable for the Event Management Process and execution
• Ensure escalations from the rest of Hapag-Lloyd Engineering, Architecture & Operations (EAO), other internal Product Related Staff customers are dealt with appropriately
• Perform a lead role in the development of the IT DOC service/processes to improve the user experience of Hapag-Lloyd IT.
• Within the IT DOC working together with the Head of IT DOC & ITSM, Major Incident Managers, other IT DOC staff and wider functions of EAO in the pursuit of Service & Operational Excellence
• Responsible for improving the knowledge around Event Management
• The Event Manager participates in continuous improvement initiatives to enhance event management processes, tools, and capabilities. Identify opportunities for automation, streamlining workflows, and optimizing event detection and response.
• Accountable for the IT DOC teams while on shift
• Ensure escalations from the rest of Hapag-Lloyd Infrastructure and Operations, other internal staff and customers are dealt with appropriately
• Perform a lead role in the development of the IT DOC service/processes to improve the user experience of Hapag-Lloyd IT
• Within the IT DOC working together with the IT DOC Manager, Major Incident Managers, IT DOC staff and the representatives of Network UCC and Security regarding overall delivery of the IT DOC
• Hosting the global DSR (Daily Service Review)
• Responsible for seamless handover between shifts

BEHAVIOURS & APPROACH

• Team leader focused on empowering his/her team to deliver to the best of their capabilities, developing them by inspiring, encouraging and providing constructive feedback to help improve performance
• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Experience with and sensitivity for different cultures and working practices
• Ability to act under strong pressure and to manage efficiently crisis situations
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
• Ability to speak to "non-IT" stakeholders in terms they will understand

Work Experience

• Total experience of 9 to 12 years.
• Experience of operating as a Duty Manager in a multi-disciplined service management team (ideally from within a NOC/SOC environment)
• Minimum 3-5 years Command & Control Centre/NOC Management experience
• Minimum 3-5 years' experience of working within a global NOC/SOC environment
• Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies.
• Solid experience of ServiceNow
• Proficient in the use of an array of monitoring tools
• Good understanding of current and emerging technologies and how these are applied in complex multi-vendor environments.

Education & Qualifications

• Bachelor's or Master's degree in a relevant field (e.g. Information Technology, Computer Science, Operations Management or related).
• ITIL 3 or 4 certification
• Project Management education and experience
• Agile delivery methodology
• Total experience of 5-7 years, minimum of 5 years of experience working with ServiceNow..
• Experience with ServiceNow modules ITSM, ITOM, CMDB, and Incident Management.
• Excellent communication, problem-solving, and stakeholder management skills.
• English language – expert proficiency (additional languages are beneficial)

What We Offer

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Employees' Deposit Linked Insurance Scheme (EDLI)
• Learning & Development through HL Academy
• Flexible Work from Home
• Leave Travel Allowance
• Variable performance bonus
• Recreation facilities
• Privilege, Casual and Sick leaves

HAPAG-LLOYD TECHNOLOGY CENTRE IS A PLACE FOR EVERYONE.
At Hapag-Lloyd Technology Centre, we believe that we can only succeed if we let our differences enrich our culture. Our Hapag-Lloyd Technology Centre associates come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently abled status. We celebrate diversity, equity and inclusivity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to innovate solutions that make a difference in the shipping world.

We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard. We care, We move, We deliver.