Position description
Type of assignment
Full-time Regular
Function
Support function - Information Technology Services
Job title
IT Support L2 Specialist M/F
Job description
As part of the APAC IT Operations organization, the candidate will report to the regional IT lead. You will be a key player towards assuring the continuity of IT services and consequent operations support in the region, as well as promoting proper usage and knowledge of our business applications.
Main responsibilities:
• Understand and develop knowledge of business applications (Supply Chain/Transport/EDI related)
• Collaborate with business functions (Key Users, Project Managers) and other IT teams (L3 Support, Delivery Centers)
• Manage incidents,requests and problems to meet or exceed defined support service levels
• Monitor systems interfaces (EDI/API) to ensure data exchange quality and timeliness
• Document functional EDI/API maps specifications to the systems interfaces development team
• Work in close cooperation with First Level support and Operations, ensuring multi-tiered support efficiency over implemented solutions
• Contribute to change management on existing solutions, collaborating with solution experts
• Drive and/or support solution test, deployments and life-cycle mgt linked to software releases
• Provide training to extended team and operations to grow solutions knowledge in our Bangalore Control Tower
• Contribute to the global implementation and usage of technical and functional enhanced IT monitoring, enabling proactive interception of IT applications unavailability (DevOps)
• Assist the APAC IT Operations Manager with the identification of opportunities for automation and develop associated solutions supporting ITOM practices.
Applicant's profile
The candidate targeted should have the following characteristics:
• Engineering or IT degree, with at least 5 years' experience
• Knowledge and experience over IT operations processes, ITIL and ITSM (incident, problem, change, NRT, UAT support)
• Preferred knowledge of IT solutions for Supply Chain/Manufacturing or Logistics
• Preferred knowledge of DevOps practices and solutions (eg. Azure DevOps, Zabbix, Nagios, Grafana, Dynatrace)
• Customer-oriented, problem-solving solving and ability to manage stressful situations.
• Clear communication and proven capability to learn and train other users over IT business solutions.
• Fluent in English
Working time (%)
100
Candidate criteria
Minimum level of education required
BACHELOR'S DEGREE
Years of experience in similar position
Confirmed (5 to 10 years of experience)
Languages
English (Fluent)
