IT Analyst - Capacity & Performance Management

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 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 & 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 & Expected Levels

• Relationship Management
• Information Content Publishing
• Data Management
• Analytics
  
  
  

Behaviours & 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 & 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

• 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.