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 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 Service Performance Reporting & Capacity Planning Analyst will support the Head of IT DOC in determining the current and ongoing operational performance of the function in comparison to the expected targets. He/She will help ensure that all parties from IT Infrastructure and Operations function, internal or external to the Hapag-Lloyd organization, are involved and aligned with the processes and methods. This includes suppliers that might contribute and apply the Performance Management & Reporting and capacity planning process.
Key Responsibilities And Tasks
- Support in defining key performance measurements for each function within the Infrastructure and Operations function in conjunction with both Service Owners and/or Global Process Owners
- Support in linking data driven performance metrics to CSI and service roadmaps
- Ensure timely deliveries from key partners (internal and external)
- Ensure alignment of the various measurements to have a coherent framework for performance management which supports the overall objectives of Infrastructure and Operations
- Establish the performance management reporting cycle with regular reporting and follow up on the measurements
- Assist in implementing the tools and reports necessary to support performance management
- Prepare communication of overall IT performance towards key stakeholders
Skills Required
- Relationship Management
- Information Content Publishing
- Data Management
- Analytics
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
- Rigorous, Meticulous, detailed oriented with the ability to convince effectively
- Good IT Infrastructure & Operations understanding
- 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 CommonSense
- Experience with and sensitivity to different cultures
- Ability to act under pressure and to manage efficiently crisis situations
Work Experience
- Total experience of 5-7 years
- Minimum of 3 years’ experience in ITSM related position(s) including Service Reporting & Capacity Management
- Good technology awareness
- In-depth knowledge of PowerBI or QlikSense Reporting Tools
- ITIL lifecycle foundational certification 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
- University degree preferably in a technical subject or any comparable education
- ITIL 3 or 4 foundation certification
- Experience with ServiceNow modules
- 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
