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Manager – IT Service Continuity Management
2 weeks ago
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 manager 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 Service Continuity Manager will help developing and running the Service Continuity function with in and across I&O. They will ensure that all parties from the Hapag-Lloyd Infrastructure & Operations function internal or external to the Hapag-Lloyd organization, including multiple suppliers, that might contribute to the Service Continuity Management, are involved and aligned with the processes and methods.
Key Responsibilities And Tasks
- Develop a Service Continuity practice, including training, communication and process
- Prepare a testing Strategy to inform all the Disaster Recovery exercises and testing,
- Ensure standards exist for DR plans and that all Production teams/Services have a DR Plan
- Make sure that continuity plans are current and fit for purpose
- Define clear RACI and "battle Plan" for Crisis events
- Define key scenarios and responses for Crisis
- Understand the service Risk appetite and associated RPO/RTO
- Ensure a Centralized location exists for ALL DR and Service Continuity plans
- Define and highlight high-impact risks to service with respect to recovery and resilience
- Ensure availability and readiness of recovery plans - provide a means to cyclically audit such plans
- Ensure all DR plans are integrated with associated processes to maintain currency
- Enable the Transition function to factor Continuity requirements in the Projects scope
- Effectively collaborate with the rest of Service Management and wider IT organization
- Be part of a team that executes the Problem Management process globally across Hapag-Lloyd IT organization and Business.
- Ensures the resolution of all problems according to our defined OLA/SLA; ensure that these problems have been permanently resolved, and implement changes to prevent known problems from re-occurring
- Ensure workarounds and quick fixes are documented accurately in our Knowledge Base
- Involved in helping to develop and perform awareness training courses related to Problem Management for all IT delivery teams
- Put into effect the Problem Management methodologies and processes based on ITIL standards
- Give input to the Global Process Owner (GPO) to define and enhance the Problem Management process, including enhancements to the ITSM tool
- Liaise with the Major Incident Management and the Incident Management GPO to improve incident response and resolution times
- Monitor open problem tickets and escalate if necessary
- Provides reports and Management Communication
- Proactively follow-up on open Problems and propose to proactively raise Problems in situations deemed appropriate
- Set up task forces in situation that calls for service improvement plans
- Resolve escalations from relevant stakeholders
- Participate in developing the Hapag-Lloyd Problem Management function by ensuring that the problem process is followed in a consistent manner
- Required to attend weekly/monthly cadences, including strategic partner service reviews, as well as high priority problem reviews
BEHAVIOURS AND APPROACH
- Strong communication, presentation and interpersonal skills, with the ability to engage effectively with senior management.
- Able to manage conflict with the ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
- Strong team player
- Strict, Rigorous, Meticulous, detailed oriented with the ability to convince effectively
- Good IT Infrastructure & Operations understanding
- Strong stakeholder management
- To have a flexible approach whilst ensuring process governance is adhered to
- Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and Common Sense
- Experience with and sensitivity to different cultures
- Ability to act under 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
Work Experience
- Total experience of 7-9 years, minimum of 5 years' experience in ITSM related position(s) including Service Continuity activities, or in an IT Security function.
- Good technology awareness
- ITIL lifecycle foundational awareness v3 / v4
- 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
- IT Infrastructure & Operations background would be a advantageous
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 foundation certification
- Experience with ServiceNow modules
- 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
