Associate Emergency Incident Management Analyst
To respond to emergency incidents as quickly as possible by assigning it to technical support groups for restoration of service and thereby minimize the impact on business operations and ensuring best possible level of service quality and availability. Adhere to Emergency Incident Management process and its activities and participates in process improvement and training/guidance within DHL IT Services Organizations.
WHAT YOU WILL DO
- Respond to emergency incident as quickly as possible by assigning it to technical group.
Prioritize user requests considering the business impact and ensure Service Levels are met.
Negotiates with users, support teams and vendors in respect of emergencies priority
Monitor progress of emergency incident and ensures users and other interested parties are kept informed in a timely manner
Follow procedures for escalation and urgent requests.
Communicate emergency incident status via bulletin, sms, chat and conference call.
Initiate conference call with internal & external resolver/customer
Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Be the representative of EIM in as required by his/her line manager
Develops collaborative relationships with external and internal colleagues/customer
Participate and contribute to Continuous Improvement
Effectively and actively support other EIM and also Service Desk Analyst
Be the subject matter expert and provide advice or feedback on day to day work
WHAT YOU SHOULD HAVE
- Good understanding about the Service Desk function
Good knowledge of Emergency Incident Management process, including respective support model, SLA’s and quality standards to be delivered
Good knowledge in application, technical, network and IT Security
Advance level of communicative competence in English both written and spoken.
Strong customer focus
High degree of teamwork
Good understanding and is able to follow discussions with the management team and business colleagues
Effectively conveys factual communications that require an understanding of the recipient/audience
Demonstrated attention to detail and analytical thinking
Aware of Corporate, Industry and Professional Standards (ITIL, ITS Process)
Ability to work under pressure able to multitask
WHAT YOU WILL GET FROM US
- Great Team of IT Professionals with Global Working Exposure
Meal Card and Flexible Benefits – Customized According to Individual Needs
On-Going Professional and Technical Training and Certifications
A Multicultural Environment in Modern Offices
Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc)
Smart Casual Everyday
Global Internal Job Opportunities Available Within DPDHL
Unlimited Outpatient Medical
Home Office Possibilities
Sounds good? Start your application now!
DHL IT Services – About Us
IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to Deutsche Post DHL (DPDHL) Group:
- Supports over 260,000 DPDHL e-mail users;
- Runs more than 7700 servers;
- Supports more than 2000 global services and applications;
- Processes 9 million shipment information messages per day;
- 200000 man days per year of development application.
Apart from being more than 4.500 highly skilled IT professionals with an intimate knowledge of the logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents – Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).
You would be part of over 1400 highly skilled IT professionals working in a friendly, multicultural environment of 26 nationalities in Cyberjaya.
Zahlen und Fakten
DHL Information Services (Asia-Pacific) Sdn. Bhd.