IT Analyst – Event Management

Company Background

Founded in 1847, Hapag-Lloyd AG is a leading, globally active container liner shipping company with an exciting history. With a fleet of 266 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world's leading liner shipping companies. The company has 13,500 employees in 140 countries and 403 offices. Hapag-Lloyd has a container fleet of 2.9 million TEU, including one of the largest and most modern fleets of reefer containers. Worldwide, 113 liner services ensure fast and reliable connections between more than 600 ports on all continents. In the Terminal & Infrastructure segment, Hapag-Lloyd bundles its holdings in 20 terminals globally, employing around 2,900 individuals. Our corporate values, "We care. We move. We deliver.," are at the heart of everything we do, guiding our business, inspiring us, and helping us find the right path together. Our vision is to be the "Number One for Quality," supported by a clear strategy and our values as a guiding force for sustainable implementation. "Connecting the world across oceans" is our goal, facilitating global trade and opening up new opportunities for over 175 years. Our greatest asset is our 14,500+ employees, united by our common culture and values.

The IT Organisation

Hapag-Lloyd is undergoing an ambitious transformation to modernize its applications and digitize customer interactions and core operational processes. The Global One IT department leads this technology transformation. This role is based in Chennai, a newly established global IT hub for Hapag-Lloyd, serving as the global IT development hub. The IT Analyst will play a crucial role in achieving Hapag-Lloyd's goals by innovating and creating world-class solutions while optimizing costs.

About The Role

The Event Management role focuses on leveraging ITIL process skills, specifically event management monitoring across the IT estate. Initially focused on IT infrastructure and operations, the role will expand to encompass customer journeys. This position is vital for increasing service reliability by capturing events and identifying critical issues. The primary mission is to support maturity increase through a reactive, proactive, predictive, and preventative approach, utilizing SRE, AI, and ML capabilities. The role requires working in a 24x7 global operation environment to deliver service excellence.

Key Responsibilities & Tasks

• Ensure all events are properly converted into alerts and logged within agreed timeframes to the correct teams, containing all necessary information for efficient restoration activities.
• 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 its execution.
• Ensure escalations from Hapag-Lloyd Engineering, Architecture & Operations (EAO), and other internal Product Related Staff customers are handled appropriately.
• Perform a lead role in developing IT DOC services and processes to improve the user experience.
• Collaborate within the IT DOC with the Head of IT DOC & ITSM, Major Incident Managers, other IT DOC staff, and wider EAO functions for Service & Operational Excellence.
• Responsible for improving knowledge around Event Management.
• Participate in continuous improvement initiatives to enhance event management processes, tools, and capabilities, identifying opportunities for automation, streamlining workflows, and optimizing event detection and response.
• Accountable for the IT DOC teams while on shift.
• Ensure escalations from 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.
• Collaborate within the IT DOC with the IT DOC Manager, Major Incident Managers, IT DOC staff, and representatives of Network UCC and Security regarding the overall delivery of the IT DOC.
• Host the global DSR (Daily Service Review).
• Responsible for seamless handover between shifts.

BEHAVIOURS & APPROACH

• Team leader focused on empowering their team, developing them through inspiration, encouragement, and constructive feedback.
• 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 manage crisis situations efficiently.
• Able to evaluate information, identify key issues, and formulate conclusions based on sound, practical judgment, experience, and common sense.
• Ability to communicate technical concepts to non-IT stakeholders in understandable terms.

Work Experience

• Total experience of 9 to 12 years.
• Experience of operating as a Duty Manager in a multi-disciplined service management team (ideally from within a NOC/SOC environment).
• Minimum 3-5 years Command & Control Centre/NOC Management experience.
• Minimum 3-5 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 their application in complex multi-vendor environments.

Education & 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
• OPD Benefits
• 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

Hapag-Lloyd Technology Centre Is A Place For Everyone.

At Hapag-Lloyd Technology Centre, we believe that we can only succeed if we let our differences enrich our culture. Our associates come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently abled status. We celebrate diversity, equity and inclusivity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds enables us to innovate solutions that make a difference in the shipping world. We are One Team and foster a transparent and inclusive environment where everyone’s voice is heard. We care, We move, We deliver.

Key skills/competency

• ITIL
• Event Management
• ServiceNow
• Monitoring Tools
• NOC/SOC
• IT Infrastructure
• Cloud Technologies
• Problem-Solving
• Stakeholder Management
• Agile