Senior Regional Application Support
丹马士环球物流（上海）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：交通/运输/物流
职位信息
- 发布日期：2013-09-05
- 工作地点：上海
- 招聘人数：若干
- 学历要求：本科
- 语言要求：英语良好
- 职位类别：技术支持/维护工程师
职位描述
Purpose of Role
Regional Application Support owns regional application support assigned to him/her by Head of Regional Support, which scope could cover IEL, FFW and CL regional applications e.g. BST, TMS, Power Scan & High Jump etc in NAS as well as the ‘global’ applications owned by NAS used by various regions i.e. LNS. He/she takes accountability and gains the ability to support all applications across different product aligned with standard, procedure and SLA defined, he/she manages super user group to deliver comprehensive educations and trainings to support business productivity and continuity. He/she also handles as well as guiding team members solve escalations and complaints from supported user community to maintain customer satisfaction level. He/she also assist Head of Regional Application Support to define and optimize service level, support process, methodologies and tools for End to End daily support so as to improve the service level compliance ratio and customer satisfaction constantly.
The main responsibility for the Regional Application Support
1.Provide End to End Application Support as 1st level help desk and take the ownership of reported ticket and owned application and platforms
2.Coordinate with IT Development team, external supplier and other local/global IT support teams to provide 2nd level technical support
3.Act as the escalation point with supported user community for related queries, issues and complaints.
4.Guide team members the standard procedure, correct escalation point of related IT teams and professional customer service skills to properly handle customer dissatisfaction.Act as the senior training manager to pass and deliver education and training workshop to supported group by well drawing the strategic training and knowledge sharing plan and materials.
5.Guide team members and regular share experience of business and IT knowledge of supported systems, training skills to let the team gain higher required capability.Lead and assist with internal SLA definition and realize SLA during daily support
6.Lead and assist with contract and SLA negotiation and definition with external supplier
7.Lead and assist with the definition of system contingency plan
8.Build strong partnership with other internal teams for the overall delivery of the operating platform and application support
Main Tasks
1.Log, manage and handle incidents, request, and queries as agreed SLA
2.Investigate and identify the root causes of incidents and apply long-term fix together with IT development team, external suppliers and other IT support teams.
3.Provide professional customer service, and communicate with customer effectively to maintain service levels.
4.Provide full system support for the toolset and sites required within the agreed SLA for owned applications
5.Ensure full knowledge of the system and application supported
6.Input required update for weekly service report to Head of Regional Application Support
7.Provide required and necessary report for supported applications and service in a regular basis
8.Ensure system, server and database are tuned and have sufficient capacity for upcoming requirement of the system and application supported
9.Constantly review architecture to ensure latest versions are in place and we are up to pace on software developments/latest information and patches (also for operating platform)
10. Manage the releases for the applications supported.
11.Ensure service delivered as per standards.
12.Work closely with the warehouse/JV staff including the IT teams to coordinate support and development;
13.Coordinate with other IT teams (Maersk Line for shared functions) to ensure architecture and infrastructure elements are approved/planned;
14. Update and distribute system news to ensure origination well informed
15.Handle escalation, complaint and any dissatisfaction from the customers during daily support
16.Guide team members the standard procedure, correct escalation point of related IT teams and professional customer service skills to properly handle customer dissatisfaction.Lead and assist with internal SLA definition and realize SLA during daily support
17.Lead and assist with contract and SLA negotiation and definition with external supplier
18.Lead and assist with the definition of system contingency plan
19.Manage super user group and ensure timely updated
20.Have Regular meetings with super user group for supported systems and applications
21.Prepare and update needed and required system materials and training document
22.Learn and collect customer feedback during support process regularly and identify weak areas about system knowledge, tips, process, etc which can be the entry point to design the training plan and knowledge database establishment.
23.Define strategic training plan to share the system knowledge, tips, guides and procedures.
24.Conduct regular education and trainings to super user group for proper knowledge sharing
25.Timely provide ideas and solutions to assist with service level improvement and user satisfaction. And provide endeavor together with the team to realize the service improvement proposals as required by Head of Regional Application Support.
26.Assist with Head of Regional Application Support to effectively monitor and maintain the overall team service levels.
Enablers for success – knowledge and experience
The position owner needs to have significant experience in IT products and technology as well as deep knowledge of latest Damco regional applications. He or she needs to have a good understanding of all our existing products and their functions and architecture especially for those critical systems. He or she also needs to have good understanding of our business & process (IEL, FFW and CL) to be able to effectively respond the ‘business’ needs. Service support experience and skills in working with MOF (Microsoft Operational Framework) is required. Customer orientation is also a necessary criterion in this role.
Enablers for success – soft skills
Excellent communication skill is a big requirement for this role to communicate internal and external parties at a technical and service level. Solid understanding of how to turn functional business requirements into technical specifications and work with relevant stakeholders is essential. Strong project and problem management skill is another key aspect to achieve this role in order to take the ownership and lead for ticket and service support. As the role is customer facing then he/she will have to show a good presentation and communication skill with which he/she will be able to convey a message in a clear and structured manner.
Your key attributes
- Self-motivator that can work without regular instructions
- Ability to work independently, under pressure and meet the deadlines
- Analytical mind and methodical work ethic
- Project management experience
- IT service and support experience
- Customer service oriented
- Independent, taking full ownership of tasks
- Innovative, always seeking out new ways to improve
- Excellent communicator internal to all levels
- Excellent in both English and mandarin
- Minimum 4 years experience in IT, 2 years in management role.
- Business knowledge in logistics and WHS operation.
- Significant exposure to Damco IT systems and applications
- Detailed technical knowledge of WMS, PowerScan, BST, EDI
- Passion for service delivery to all internal stakeholders
Regional Application Support owns regional application support assigned to him/her by Head of Regional Support, which scope could cover IEL, FFW and CL regional applications e.g. BST, TMS, Power Scan & High Jump etc in NAS as well as the ‘global’ applications owned by NAS used by various regions i.e. LNS. He/she takes accountability and gains the ability to support all applications across different product aligned with standard, procedure and SLA defined, he/she manages super user group to deliver comprehensive educations and trainings to support business productivity and continuity. He/she also handles as well as guiding team members solve escalations and complaints from supported user community to maintain customer satisfaction level. He/she also assist Head of Regional Application Support to define and optimize service level, support process, methodologies and tools for End to End daily support so as to improve the service level compliance ratio and customer satisfaction constantly.
The main responsibility for the Regional Application Support
1.Provide End to End Application Support as 1st level help desk and take the ownership of reported ticket and owned application and platforms
2.Coordinate with IT Development team, external supplier and other local/global IT support teams to provide 2nd level technical support
3.Act as the escalation point with supported user community for related queries, issues and complaints.
4.Guide team members the standard procedure, correct escalation point of related IT teams and professional customer service skills to properly handle customer dissatisfaction.Act as the senior training manager to pass and deliver education and training workshop to supported group by well drawing the strategic training and knowledge sharing plan and materials.
5.Guide team members and regular share experience of business and IT knowledge of supported systems, training skills to let the team gain higher required capability.Lead and assist with internal SLA definition and realize SLA during daily support
6.Lead and assist with contract and SLA negotiation and definition with external supplier
7.Lead and assist with the definition of system contingency plan
8.Build strong partnership with other internal teams for the overall delivery of the operating platform and application support
Main Tasks
1.Log, manage and handle incidents, request, and queries as agreed SLA
2.Investigate and identify the root causes of incidents and apply long-term fix together with IT development team, external suppliers and other IT support teams.
3.Provide professional customer service, and communicate with customer effectively to maintain service levels.
4.Provide full system support for the toolset and sites required within the agreed SLA for owned applications
5.Ensure full knowledge of the system and application supported
6.Input required update for weekly service report to Head of Regional Application Support
7.Provide required and necessary report for supported applications and service in a regular basis
8.Ensure system, server and database are tuned and have sufficient capacity for upcoming requirement of the system and application supported
9.Constantly review architecture to ensure latest versions are in place and we are up to pace on software developments/latest information and patches (also for operating platform)
10. Manage the releases for the applications supported.
11.Ensure service delivered as per standards.
12.Work closely with the warehouse/JV staff including the IT teams to coordinate support and development;
13.Coordinate with other IT teams (Maersk Line for shared functions) to ensure architecture and infrastructure elements are approved/planned;
14. Update and distribute system news to ensure origination well informed
15.Handle escalation, complaint and any dissatisfaction from the customers during daily support
16.Guide team members the standard procedure, correct escalation point of related IT teams and professional customer service skills to properly handle customer dissatisfaction.Lead and assist with internal SLA definition and realize SLA during daily support
17.Lead and assist with contract and SLA negotiation and definition with external supplier
18.Lead and assist with the definition of system contingency plan
19.Manage super user group and ensure timely updated
20.Have Regular meetings with super user group for supported systems and applications
21.Prepare and update needed and required system materials and training document
22.Learn and collect customer feedback during support process regularly and identify weak areas about system knowledge, tips, process, etc which can be the entry point to design the training plan and knowledge database establishment.
23.Define strategic training plan to share the system knowledge, tips, guides and procedures.
24.Conduct regular education and trainings to super user group for proper knowledge sharing
25.Timely provide ideas and solutions to assist with service level improvement and user satisfaction. And provide endeavor together with the team to realize the service improvement proposals as required by Head of Regional Application Support.
26.Assist with Head of Regional Application Support to effectively monitor and maintain the overall team service levels.
Enablers for success – knowledge and experience
The position owner needs to have significant experience in IT products and technology as well as deep knowledge of latest Damco regional applications. He or she needs to have a good understanding of all our existing products and their functions and architecture especially for those critical systems. He or she also needs to have good understanding of our business & process (IEL, FFW and CL) to be able to effectively respond the ‘business’ needs. Service support experience and skills in working with MOF (Microsoft Operational Framework) is required. Customer orientation is also a necessary criterion in this role.
Enablers for success – soft skills
Excellent communication skill is a big requirement for this role to communicate internal and external parties at a technical and service level. Solid understanding of how to turn functional business requirements into technical specifications and work with relevant stakeholders is essential. Strong project and problem management skill is another key aspect to achieve this role in order to take the ownership and lead for ticket and service support. As the role is customer facing then he/she will have to show a good presentation and communication skill with which he/she will be able to convey a message in a clear and structured manner.
Your key attributes
- Self-motivator that can work without regular instructions
- Ability to work independently, under pressure and meet the deadlines
- Analytical mind and methodical work ethic
- Project management experience
- IT service and support experience
- Customer service oriented
- Independent, taking full ownership of tasks
- Innovative, always seeking out new ways to improve
- Excellent communicator internal to all levels
- Excellent in both English and mandarin
- Minimum 4 years experience in IT, 2 years in management role.
- Business knowledge in logistics and WHS operation.
- Significant exposure to Damco IT systems and applications
- Detailed technical knowledge of WMS, PowerScan, BST, EDI
- Passion for service delivery to all internal stakeholders
公司介绍
The A.P. Moller - Maersk Group
A.P. 穆勒 - 马士基集团
The A.P. Moller - Maersk Group, with its headquarters in Denmark, is a worldwide leading organization with more than 115,000 employees and offices in around 130 countries. The Group is engaged in shipping, logistics, terminal investment and management, retail, oil and gas exploration and manufacturing.
A.P. 穆勒 - 马士基集团是一家源自丹麦的全球化集团公司，在全球130多个国家设有办事机构，拥有逾11.5万名员工。集团的主要业务在航运、物流、码头投资和管理、零售、石油的天然气的开发以及制造业等相关领域。
A.P. Moller - Maersk Group in China
A.P. 穆勒 - 马士基集团在中国
The A.P. Moller - Maersk Group has been operating in China for more than 80 years. The foundation of the Group’s presence in China is characterized by our commitment to serve foreign trade, continued expansion, investments with mutual benefits, and good corporate citizenship.
With more than 100 offices and 11,000 employees in China, the Group’s operations include an extensive network of offices, wholly-owned and joint venture transportation companies, logistics companies and industrial enterprises, as well as investment in and management and operation of marine terminals in key coastal cities in China.
The A.P. Moller - Maersk Group is also a major buyer of vessels and marine equipments made in China as well as consumer products for the Group’s supermarkets in Europe.
A.P. 穆勒 - 马士基集团服务于中国的对外贸易已逾80余年。集团在华的立身之本是信守承诺：致力于服务中国的对外贸易、在互利互惠的基础上不断拓展业务，增加投资，争做优秀的企业公民。
今天，集团在中国大陆和中国香港设有100多个办事机构，员工超过1万1千名，并积极参与集装箱航运、物流、集装箱码头运营和管理、多式联运、工业制造与采购以及海事设备维护维修服务。
A.P. 穆勒 - 马士基集团是中国大陆制造的远洋货轮和海运设备的主要采购商，同时还为集团在欧洲的超级市场采购中国产品。
About Damco
关于丹马士
Damco is the new, combined brand of the A.P. Moller - Maersk Group's logistics activities.
丹马士是A.P. 穆勒 - 马士基集团旗下为客户提供供应链管理与货代专业服务的一个新的联合品牌。
Damco offers a broad range of supply chain management and freight forwarding services to customers all over the world, and has 10,500 colleagues in 280 offices, covering over 93 countries in Africa, Asia, North America, Europe, Middle East, and Latin America.
凭借在亚洲、非洲、北美洲、欧洲、中东和拉丁美洲超过93个国家的280个办事处以及1万零5百名员工，丹马士为全世界的客户提供广泛的供应链管理和货运代理服务。
In Damco, we pride ourselves with having people who have the energy to go the extra mile to find the most reliable, efficient solution for our customers - and deliver on our promises. In every Damco office around the world, we have local people, who speak the local language and engage with, and make a difference in the communities in which we live and work.
在丹马士，我们以我们的员工为骄傲，他们拥有勇往直前的工作态度，精益求精地为客户寻求最可靠、最有效的解决方案，使承诺成为现实。丹马士在世界各地的办公室均会聘请使用当地语言和了解地区文化的当地员工，融入所在地区，大展鸿图。
Read more
如欲了解更多资讯，敬请访问我们的网站
The A. P. Moller – Maersk Group： **************
Damco： *************
A.P. 穆勒 - 马士基集团：**************
丹马士： *************
A.P. 穆勒 - 马士基集团
The A.P. Moller - Maersk Group, with its headquarters in Denmark, is a worldwide leading organization with more than 115,000 employees and offices in around 130 countries. The Group is engaged in shipping, logistics, terminal investment and management, retail, oil and gas exploration and manufacturing.
A.P. 穆勒 - 马士基集团是一家源自丹麦的全球化集团公司，在全球130多个国家设有办事机构，拥有逾11.5万名员工。集团的主要业务在航运、物流、码头投资和管理、零售、石油的天然气的开发以及制造业等相关领域。
A.P. Moller - Maersk Group in China
A.P. 穆勒 - 马士基集团在中国
The A.P. Moller - Maersk Group has been operating in China for more than 80 years. The foundation of the Group’s presence in China is characterized by our commitment to serve foreign trade, continued expansion, investments with mutual benefits, and good corporate citizenship.
With more than 100 offices and 11,000 employees in China, the Group’s operations include an extensive network of offices, wholly-owned and joint venture transportation companies, logistics companies and industrial enterprises, as well as investment in and management and operation of marine terminals in key coastal cities in China.
The A.P. Moller - Maersk Group is also a major buyer of vessels and marine equipments made in China as well as consumer products for the Group’s supermarkets in Europe.
A.P. 穆勒 - 马士基集团服务于中国的对外贸易已逾80余年。集团在华的立身之本是信守承诺：致力于服务中国的对外贸易、在互利互惠的基础上不断拓展业务，增加投资，争做优秀的企业公民。
今天，集团在中国大陆和中国香港设有100多个办事机构，员工超过1万1千名，并积极参与集装箱航运、物流、集装箱码头运营和管理、多式联运、工业制造与采购以及海事设备维护维修服务。
A.P. 穆勒 - 马士基集团是中国大陆制造的远洋货轮和海运设备的主要采购商，同时还为集团在欧洲的超级市场采购中国产品。
About Damco
关于丹马士
Damco is the new, combined brand of the A.P. Moller - Maersk Group's logistics activities.
丹马士是A.P. 穆勒 - 马士基集团旗下为客户提供供应链管理与货代专业服务的一个新的联合品牌。
Damco offers a broad range of supply chain management and freight forwarding services to customers all over the world, and has 10,500 colleagues in 280 offices, covering over 93 countries in Africa, Asia, North America, Europe, Middle East, and Latin America.
凭借在亚洲、非洲、北美洲、欧洲、中东和拉丁美洲超过93个国家的280个办事处以及1万零5百名员工，丹马士为全世界的客户提供广泛的供应链管理和货运代理服务。
In Damco, we pride ourselves with having people who have the energy to go the extra mile to find the most reliable, efficient solution for our customers - and deliver on our promises. In every Damco office around the world, we have local people, who speak the local language and engage with, and make a difference in the communities in which we live and work.
在丹马士，我们以我们的员工为骄傲，他们拥有勇往直前的工作态度，精益求精地为客户寻求最可靠、最有效的解决方案，使承诺成为现实。丹马士在世界各地的办公室均会聘请使用当地语言和了解地区文化的当地员工，融入所在地区，大展鸿图。
Read more
如欲了解更多资讯，敬请访问我们的网站
The A. P. Moller – Maersk Group： **************
Damco： *************
A.P. 穆勒 - 马士基集团：**************
丹马士： *************
联系方式
- 公司地址：地址：span天府大道天府软件园