Analyst – IT Event Management

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 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 And Task

• Ensure all enterprise infrastructure and application 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 AND 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 5-7 years.
• Experience of operating as a Event Analyst/Event Management in a multi-disciplined service management team (ideally from within a NOC/SOC environment)
• Minimum 1-3 years Command & Control Centre/NOC Management experience
• Minimum 1-3 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 And 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
• 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