IT Analyst - Capacity & Performance Management

Job Description

THE IT ORGANIZATION A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers. Hapag-Lloyd’s strategy depends on a successful digital transformation. As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd. This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The analyst is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible. About The Role The Service Performance Reporting & Capacity Planning Analyst will support the Head of IT DOC in determining the current and ongoing operational performance of the function in comparison to the expected targets. He/She will help ensure that all parties from IT Infrastructure and Operations function, internal or external to the Hapag-Lloyd organization, are involved and aligned with the processes and methods. This includes suppliers that might contribute and apply the Performance Management & Reporting and capacity planning process. Key Responsibilities And Tasks Support in defining key performance measurements for each function within the Infrastructure and Operations function in conjunction with both Service Owners and/or Global Process Owners Support in linking data driven performance metrics to CSI and service roadmaps Ensure timely deliveries from key partners (internal and external) Ensure alignment of the various measurements to have a coherent framework for performance management which supports the overall objectives of Infrastructure and Operations Establish the performance management reporting cycle with regular reporting and follow up on the measurements Assist in implementing the tools and reports necessary to support performance management Prepare communication of overall IT performance towards key stakeholders Skills Required Relationship Management Information Content Publishing Data Management Analytics BEHAVIOURS AND APPROACH Strong communication, presentation and interpersonal skills, with the ability to engage effectively with senior management. Able to manage conflict with the ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork Strong team player Rigorous, Meticulous, detailed oriented with the ability to convince effectively Good IT Infrastructure & Operations understanding To have a flexible approach whilst ensuring process governance is adhered to Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and CommonSense Experience with and sensitivity to different cultures Ability to act under pressure and to manage efficiently crisis situations Work Experience Total experience of 5-7 years Minimum of 3 years’ experience in ITSM related position(s) including Service Reporting & Capacity Management Good technology awareness In-depth knowledge of PowerBI or QlikSense Reporting Tools ITIL lifecycle foundational certification v3 / v4 Experience of a multi-skilled function operating globally. Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies advantageous Experience of ServiceNow modules and processes IT Infrastructure & Operations background would be a advantageous Education And Qualifications University degree preferably in a technical subject or any comparable education ITIL 3 or 4 foundation certification Experience with ServiceNow modules English language – expert proficiency (additional languages are beneficial) What We Offer Competitive salary Self & Family Health Insurance Term & Life Insurance 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