Company Background

Founded in 1847, the roots of Hapag-Lloyd AG go back to the 19th century, when the company set sail for New York with their first ships of general cargo and passengers. From these beginnings, Hapag-Lloyd has grown into a leading and globally active container liner shipping company with an exciting history founded on core company values.

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. In the liner shipping segment, the company has 13,500 employees at locations in 140 countries with 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 in Europe, Latin America, the USA, India and North Africa. Around 2,900 employees work in the Terminal & Infrastructure segment and complementary logistics services at selected locations.

"We care. We move. We deliver." – these are our corporate values, and they are at the heart of everything we do. Our values tell a story about where we come from. They define who we are, and they guide us on our path into the future. They guide the way we do business, inspire us, motivate us, and help us find the right path like an inner compass – together.

Our values are not only linked to our actions and business activities, but also to our vision and mission. In 2018, we set ourselves the goal of becoming the "Number One for Quality". We have a clear strategy that will help us along the way. Our values are a guiding force that will enable us to implement this strategy in a sustainable way.

"Connecting the world across oceans" – that's what we stand for at Hapag-Lloyd. That's our goal, and that's what we've always done – for more than 175 years. Today, we connect companies, markets and economic systems. We facilitate global trade, promote the prosperity of countries and businesses, and open up new opportunities wherever we operate.

Our greatest asset on this journey is our 14,500+ employees around the globe. And what unites us all is our common culture and our values: "We care. We move. We deliver."

The IT Organisation

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 manager 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

A Problem Manager, ensures that all internal and external parties involved in the Hapag-Lloyd organization, including suppliers, are aligned in the Problem Management processes and methods and that the appropriate transparency of Problem Management results is delivered to all stakeholders and partners. Working with colleagues to drive the spirit of Continual Service Improvement (CSI) and to actively prevent repeating incidents.

Key Responsibilities & Tasks

• Be part of a team that executes the Problem Management process globally across Hapag-Lloyd IT organization and Business.
• Ensures the resolution of all problems according to our defined OLA/SLA; ensure that these problems have been permanently resolved, and implement changes to prevent known problems from re-occurring
• Ensure workarounds and quick fixes are documented accurately in our Knowledge Base
• Involved in helping to develop and perform awareness training courses related to Problem Management for all IT delivery teams
• Put into effect the Problem Management methodologies and processes based on ITIL standards
• Give input to the Global Process Owner (GPO) to define and enhance the Problem Management process, including enhancements to the ITSM tool
• Liaise with the Major Incident Management and the Incident Management GPO to improve incident response and resolution times
• Monitor open problem tickets and escalate if necessary
• Provides reports and Management Communication
• Proactively follow-up on open Problems and propose to proactively raise Problems in situations deemed appropriate
• Set up task forces in situation that calls for service improvement plans
• Resolve escalations from relevant stakeholders
• Participate in developing the Hapag-Lloyd Problem Management function by ensuring that the problem process is followed in a consistent manner
• Required to attend weekly/monthly cadences, including strategic partner service reviews, as well as high priority problem reviews
  
  
  

Behaviours & Approach

• Strong team player
• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Management level person with good ability to negotiate
• Experience with and sensitivity to different cultures
• Ability to act under pressure and to manage efficiently crisis situations
• Good in leadership, developing team members by inspiring, encouraging and providing constructive criticism to help improve performance
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense
• Ability to speak to “non-IT” stakeholders in terms they will understand
• Process orientated
• Problem Solver
  
  
  

Work Experience

• Total 7-9 years of experience, minimum of 3 years’ experience in ITSM related position(s).
• Minimum 3-5 years’ experience of working within a global NOC/SOC environment
• Good technology awareness
• ITIL lifecycle experience 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 & Qualifications

• Bachelor's or Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).
• ITIL 3 or 4 foundation certification
• Problem Management methodology EG Kepner-Tregoe
• Experience with ServiceNow modules
• Excellent communication, problem-solving, and stakeholder management skills.
• English language – expert proficiency (additional languages are beneficial)
  
  
  

What We Offer

• Recreation: Play area with PS5, Table Tennis, Foosball, Carrom, and Chess
• Financial & Health: Provident Fund, Gratuity, Performance Bonus, Medical Insurance, Leave Travel Allowance
• Work-Life Balance: Hybrid model after 3 months based on Manager's approval (3 days in office, 2 days WFH), Generous Leave Policies
• Facilities: Car/Bike Parking, Food Court, Modern Office Environment
• Professional Development: HL Academy - Training Programs, Career Growth Opportunities, Employee Referral Policy, IJP.