Purpose/Summary:

•  ·         Team Member  - Business Process Support provide 24 x 7 first-line support to Maersk Line/Maersk Logistics/Damco users globally  for all System errors and functionality support issues within scope relating to the Application / Process they support. Support is provided through online chat tool Timpani, mails, exceptional handling reports, form central or the incident management workflow tool Remedy.  
  • ·         All incidents / request reported by users need to be properly analyzed / tested and subsequent findings / solutions need to be effectively communicated. Incidents which fall under Remedy/Focal Point scope are required to be logged accordingly and managed through to final resolution. 
  • ·         This position is expected to resolve all issues which fall within scope in the first instance and if not resolved, escalate with relevant technical/process teams but retaining full ownership to resolve the incident and communicate progress to the user during the incident life-cycle.
  • ·         This position is expected to provide first line support for Maersk Line/Maersk Logistics/Damco Global systems and in the process ensuring system stability causing minimum disruption to the business.  
  • ·         As providing first line support and involved in testing environment the position calls to exhibit flexibility regarding work and assignments under circumstances which deemed as critical to the business
  • ·         The position is expected to adhere to APM group policies, culture, values and reputation. 

Key Responsibilities: 

•  ·         Provide first line Business Support for all incidents and request reported by Business users including User admin process, controlled system updates, interface failures or any system/process issues causing disruption to the business.
  • ·         Provide operational support for day to day tasks including monitoring system performance, maintaining Global FAQ’s, sending system notifications, Release testing, route cause analysis & Reporting. 
  • ·         Serve as the Business Support desk to resolve system issues as reported by the end-users. Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in activities and SOP’s.
  • ·         Correcting disruptions in the service delivery as soon as possible, at least, within the time frame as agreed upon in the SLA through the Incident Management and Request Management process.
  • ·         Analyze and troubleshoot user queries, identifying and prioritizing their requirements to ensure the incident/requests are actioned within agreed SLA’s. Have an up to date knowledge of System changes and New Releases. 
  • ·         Communicate confidently using Professionalism, Empathy and Efficiency (PEE) as to ensure that the team renders an effective service to internal and external clients through efficient support and positive relations.
  • ·         Setup and Maintain a database for known errors, workarounds & recurring issues for effective Problem Management. 
  • ·         Co-ordinate & follow-up regularly with vendors and relevant stake holders on pending incidents/ request for faster turnaround time. Provide inputs for Change Request, User Training needs
  • ·         Strive for Service improvement through constant reviews and process excellence initiatives.   
  • ·         This position is directly responsible for ensuring all above support tasks are dealt within agreed SLAs.
  • ·         Carry out all activities in a manner which will contribute to the achievements of individual and team key performance indicators (KPIs).
  • ·         Maximum individual productivity in order to meet productivity objectives.