Engineer – IT Continuous Service Improvement

THE IT ORGANIZATION
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 Software Engineer 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 IT Engineer for Continuous Service Improvement (CSI) will own, develop and manage the Continuous Service Improvement plan and detailed set of activities required to improve the service availability and performance. They will ensure that all parties from the Infrastructure & Operations function both internal or external to Hapag-Lloyd, including multiple suppliers, are involved and aligned with the engineering and infrastructure outcomes.

Key Responsibilities And Tasks

• Continuously monitor and assess IT services, processes, and systems to identify areas for improvement, and analyze data to prioritize and recommend changes that will have the greatest impact on service quality, efficiency, and customer satisfaction.
• Collaborate with IT Service Management and Service Excellence teams to develop and implement plans to improve IT services, processes, and systems, and ensure that these plans are aligned with business objectives and IT strategies.
• Design and implement metrics, dashboards, and monitoring systems to measure the effectiveness of IT services, processes, and systems, and to identify areas for improvement, and ensure that these metrics are aligned with business objectives and IT strategies.
• Conduct regular reviews and audits of IT services, processes, and systems to ensure that they are operating efficiently and effectively, and to identify areas for improvement, and provide recommendations for improvement to IT teams and stakeholders.
• Collaborate with IT teams, including development, operations, and support teams, to implement improvements to IT services, processes, and systems, and ensure that these improvements are properly tested, validated, and deployed to production.

BEHAVIOURS AND APPROACH

• Strong team player
• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Management level person with good ability to negotiate
• Experience with and sensitivity to different cultures
• Ability to act under pressure and to manage efficiently crisis situations
• Good in leadership, developing team members by inspiring, encouraging and providing constructive criticism to help improve performance
• 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
• Problem Solver

Work Experience

• Total hands-on work experience of 7-9 years.
• Minimum of 3 years' experience in ITSM related position(s) with specific focus on Continual Service Improvement
• Experience with continuous improvement methodologies such as Lean, Agile, or Six Sigma.
• Certification in IT service management frameworks such as ITIL, COBIT, or ISO 20000.
• Good technology awareness across Infrastructure & Operations
• Experience with cybersecurity, including experience with security frameworks and regulations such as HIPAA, PCI-DSS, or GDPR.
• Experience with IT service management metrics and benchmarking, including experience with metrics such as first call resolution (FCR), mean time to resolve (MTTR), and customer satisfaction (CSAT).
• Experience of a multi-skilled function operating globally.
• Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies advantageous
• Experience of ServiceNow modules and processes
• Excellent communication, problem-solving, and stakeholder management skills.

Education And Qualifications

• Engineering degree in a relevant field (e.g. B.Tech., B.E. or related).
• ITIL 3 or 4 foundation certification
• 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