Inchcape Shipping Services Looking For India – Support Analyst (Remote) at Mumbai, Maharashtra, Full Time

At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices, across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organisations.

We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

We have an exciting opportunity for a Support Analyst in our Application Support team. You will be responsible for handling INCHCAPE Applications.

What you’ll do:

• Understand user needs, issues faced by users, evaluate incidents from business process and user persona/role perspective first then provide the right resolution first.
• Resolve issues and requests raised by internal and external customers, ensuring their day job is smooth.
• End to end ownership of incidents including third-party products incidents.
• Create / Update resolution documents as required and take ownership of incident life cycle in ITSM tool.
• Ensure live documentation for all applications supported for both users and other support analysts.
• Capture required data that will feed into the key success measures.
• Continuous learning and adapting to the dynamic ISS business processes.
• Spread knowledge on the incidents analysis and improve support services continuously.
• Handover of pending in-progress issues to the support analyst in the next shift.
• Ensure continuous self-learning and product training.
• Take charge of escalation for any Customer Support incident where required.
• Contribute to identifying patterns, trend analysis, RCA, and permanent fixes.
• Collaborate with all other IT teams for critical and recurring incident resolution.

Essential:

• Bachelor’s degree in engineering or technology/MCA or equivalent work experience.
• Must have working knowledge supporting modern cloud technology applications built on DotNet, containerized Microservices, DevOps,AWS.
• Having knowledge in SQL able to prepare complex queries.
• Knowledge of at least one of the .NET languages (e.g. C#, Visual Basic . NET)

Experience:

• Total 8 + years in an IT environment and 3+ years in Application Support on products running on AWS Cloud technologies.
• Must have supported multiple products with follow the ITIL model.
• Experience in delivering support services to internal and external customers.
• Incident management and request fulfilment.
• Excellent analytical and troubleshooting skills: ability to dissect complex problems.

Others Requirement:

• Must work in shifts on a rotational basis.
• Operate from ISS and Partners Chennai-based offices.
• Able to work from home.
• Passion for Customer Support Services involving multi-culture personnel.

Who you are:

• Strong track record in successfully assembling and managing data projects delivering large-scale IT systems using established methodologies
• Experienced in managing project-related change, considering and managing all aspects: users and, technical impact and responsibilities
• Experience in reporting through agreed lines on project progress through highlight reports and end-stage assessments
• Experience of working within an SME environment with conflicting organisational and project priorities
• Experience of working with groups in different locations and therefore managing ‘at arms length’ using conferencing technology
• Experience of managing departmental artefacts and standards, providing frameworks to ensure delivery teams deliver to these standards and support target outcomes

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training and expertise. We realise the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective – we connect the world and see the bigger picture.

The Power of People – we rely on the strength of local agent knowledge and relationships.

Progress – we adopt new thinking and push for positive change in our industry.

In return, we will offer you:

A diverse range of benefits, depending on your geographical location. Globally as a minimum, you will receive:

• Life assurance
• Healthcare
• Competitive salary
• Employee Assistance Programme
• Career development and progression opportunities
• Values Award celebration events
• Team building days

Plus, much more!

If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert!

#ISSthebiggerpicture

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

Inchcape is an Equal Employment Opportunity Employer and equality, diversity and inclusion are at the centre of everything we do. We recognise that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.