Support Specialist – Data Centers System Operations

We’re not in the shipping business; were in the information business” Peter Rose, Expeditors Founder

Expeditors is a Fortune 500 company, founded in 1979 we have employed over 18,000+ trained professionals in a worldwide network of over 340+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Global Service Center (GSC) operating from Chennai, India, is a part of CHQ - IS supporting Expeditors Information Services. GSC started with 6 employees now we are 540+ employees today delivering world class Information services globally. This Strategic Center's plays a vital role in delivering value to our people, business and customers. We will continue to deliver services as we continue to grow responsibly in the coming years.

The Data Centers’ Support Specialist is responsible for resolving or escalating systems and application issues in a timely and professional manner as well as triaging incoming tickets to the Data Centers group. The Support Specialist supports Expeditors’ critical business systems and applications for its global locations. The Support Specialist is responsible for working with global customers, monitoring global production systems, analyzing issues, and identifying opportunities for process improvement. Utilizing cross department collaboration and exceptional customer service, Expeditors’ Support Specialists solve issues for customers 24 hours a day. As an IT Service Management Representative, you will support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Your role will involve providing operational support, ensuring production systems and devices are online and available. You will play a crucial role in maintaining the efficiency and effectiveness of IT services.

• Be a collaborative member of a highly motivated and agile team
• Monitor the health and availability of systems and applications and follow procedures and processes to troubleshoot and resolve issues where possible
• Triage incoming Data Center tickets and resolve incoming Tier 1 tickets across Unix, Windows and Networking disciplines
• Expected to be an SME, collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Ensure timely and effective incident management.
• Coordinate with stakeholders to resolve critical incidents.
• Identify and implement process improvements for incident management.
• Conduct root cause analysis for major incidents.
• Ensure compliance with incident management policies and procedures.

MINIMUM QUALIFICATIONS

• 4-6 Years of Experience in System Monitoring and Incident Management.
• Must Have Skills: Proficiency in Critical Incident Management.
• Experience with Incident Management, Infrastructure Service Management.
• Strong understanding of IT service management principles and frameworks.
• Experience in managing critical incidents and driving their resolution.
• Knowledge of incident management tools and systems.
• Excellent problem-solving and analytical skills.
• Ability to work under pressure and meet tight deadlines.
• Strong communication and interpersonal skills.

DESIRED QUALIFICATIONS

• Be responsible for primary user support and customer service.
• Respond to queries from all calls, portal, emails, chats from the client
• Become familiar with each client and their respective applications/ processes
• Learn fundamental operations of commonly used software, hardware and other equipment
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Manage all queries or escalate if not resolve as per the defined SOP and the escalation matrix.

REPORTING STRUCTURE

• Team Manager, Data Centers Systems Operations Team

Expeditors offers excellent benefits:

• Paid Vacation, Holiday
• Health Plan: Medical Insurance
• Employee Stock Purchase Plan
• Training and Education Programs
• Unlimited opportunities for career advancement