Technical AnalystMaersk
Workplace: MetroManila, Manila, Pasig
Salary: Agreement
Work form: Full time
Posting Date: 09/11/2025
Deadline: 27/10/2020
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We are developing a New Supply Chain Platform (NSCP) that is an integrated collection of modern technologies across our customers' journey. We will enhance our Business out-comes by connecting and simplifying global supply chains with a simple end to end offering of products and services, seamless customer engagement and a superior end to end delivery network, taking the complexity out of global supply chains. We are connecting and simplifying our applications by delivering leading application technology to our customers that offer seamless customer engagement and support a superior, consistent end to end delivery of processes, taking complexity out and enabling Maersk's ability to connect and simplify global supply chains.
We will also deploy a range of "best of breed" packages to deliver key functionality. At the heart of enabling our new approach is the API and events framework that allows us to deliver functionality from the most suitable system.
We will deliver change through an agile, Business aligned delivery model and champion the winning behaviours of customer orientation, collaboration, agility and people orientation to drive successful outcomes and engaged delivery teams.
Our team's ambition is to provide a mature effective business focused end to end services for our businesses.
We Offer
Maersk being the global leader in the industry, you'll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone's contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You'll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.
Key Responsibilities
Provide 24/7 Frontline Support on all Technical, Applications, Infrastructure, Database on the New Supply Chain Platform.
Investigate and resolve P3/P4 incidents and fulfil Service Request.
Resolve or triage event triggered incidents to the right teams.
Coordinate with other product teams, vendors, partners, SOE/PSE teams for service request, incident, problem, etc.
Perform housekeeping roles (i.e. perform or validate backups, archiving, daily jobs, batch processing, etc).
Responsible for handling service escalations by users of NSCP Applications.
Ensure that important solutions/workarounds to prevalent issues are updated in the Knowledge Article and Known Error Database in SNOW.
Ensure appropriate knowledge sharing is spearheaded and cascaded to other team members by being instrumental in building a knowledge base on the issues observed/handled.
Ensure that any changes/updates on the SOPs are communicated on a regular basis to team and pertinent stakeholders and should always be up to-date.
Follow appropriate escalation procedures in accordance to the defined escalation matrix.
Alert stakeholders and continuously evaluates subject area after a release and report any changes that will impact the business.
Conduct relevant trainings within the team on new functionalities introduced and upcoming New Releases and issues.
Has a deep understanding of the respective Application / Modules subject area in detail and possesses an in-depth knowledge of the feature designs.
Act as a mentor to junior members of the NSCP Frontline Support.
Ensure that all activities within the NSCP Frontline Support are carried out to high level of quality whilst following company policy and best practice.
Ensure any incidents or service requests that cannot be fulfilled in a timely manner are prioritized and relevant resolver groups are pulled together to resolve the incidents or service requests.
Convey troubleshooting and resolution in a way that is understandable to non-technical members of the company.
Contribute to the strategy of the NSCP Frontline Support Function.
Manage the service with an end to end service mentality that results in an overall positive experience for the end user and that is business focused.
Drives and governs continuous improvement of all services in scope of NSCP Frontline Support to realize optimal value for money of the service for Maersk.
Strong process-oriented approach to work and excellent attention to detail.
Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision.
Reporting performance stats of each products to product/platform or relevant stakeholders.
Who we are looking for
Minimum of 4 years of experience in support including SME and Analysts activities.
Ability to work in a complex large multinational, global company.
Demonstrable experience of managing Frontline Support and working in a fast-paced customer centric environment.
Technical Skills:
A high level of ITIL knowledge at least having ITIL V3 / 4 Foundation.
Basics of API - APIGEE, EDI, Microservices, Cloud Infra.
An understanding of Operational Service SLA's, Service Catalogues, Service metrics and monitoring.
A comprehensive understanding of ServiceNow or any ITIL based service call logging system.
Business Skills:
Very strong skills in representing information in a clear and understandable way.
Communication and collaboration skills to articulate, rationalize and document items.
Ability to translate between technical language and business language.
Ability to understand complex business problems and needs.
Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe.
Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required.
Be enthusiastic and passionate about providing 'best in class' customer service.
Energetic and enthusiastic combined with resilience and determination.
Detail-oriented.
Hugely customer focused.
Ability to take initiative and work independently.
Results-oriented and a sense of urgency.
Embodies Maersk values.
Last application date: 06 October 2020.
Maersk Group has five core businesses which include Maersk Line, APM Terminals, Maersk Oil and Maersk Drilling and Services and Other Shipping. Through these companies and several others, the Group employs roughly 89,000 people and generated 47 billion US dollars in revenue in 2013. When the Global Service Centres (GSC) was established in 1999, the main focus was to provide off shoring opportunities and solutions to the shipping and logistics business units of the Maersk Group, particularly for Maersk Line. But as the GSCs' competencies grew, other business units of the Group also started migrating their processes to the Global Service Centres. The GSCs are located in Manila, Philippines; Chengdu, China; and Pune, Chennai, Mumbai in India handling the service delivery and business relationship management for Maersk Group business units.
Maersk
We will also deploy a range of "best of breed" packages to deliver key functionality. At the heart of enabling our new approach is the API and events framework that allows us to deliver functionality from the most suitable system.
We will deliver change through an agile, Business aligned delivery model and champion the winning behaviours of customer orientation, collaboration, agility and people orientation to drive successful outcomes and engaged delivery teams.
Our team's ambition is to provide a mature effective business focused end to end services for our businesses.
We Offer
Maersk being the global leader in the industry, you'll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone's contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You'll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.
Key Responsibilities
Provide 24/7 Frontline Support on all Technical, Applications, Infrastructure, Database on the New Supply Chain Platform.
Investigate and resolve P3/P4 incidents and fulfil Service Request.
Resolve or triage event triggered incidents to the right teams.
Coordinate with other product teams, vendors, partners, SOE/PSE teams for service request, incident, problem, etc.
Perform housekeeping roles (i.e. perform or validate backups, archiving, daily jobs, batch processing, etc).
Responsible for handling service escalations by users of NSCP Applications.
Ensure that important solutions/workarounds to prevalent issues are updated in the Knowledge Article and Known Error Database in SNOW.
Ensure appropriate knowledge sharing is spearheaded and cascaded to other team members by being instrumental in building a knowledge base on the issues observed/handled.
Ensure that any changes/updates on the SOPs are communicated on a regular basis to team and pertinent stakeholders and should always be up to-date.
Follow appropriate escalation procedures in accordance to the defined escalation matrix.
Alert stakeholders and continuously evaluates subject area after a release and report any changes that will impact the business.
Conduct relevant trainings within the team on new functionalities introduced and upcoming New Releases and issues.
Has a deep understanding of the respective Application / Modules subject area in detail and possesses an in-depth knowledge of the feature designs.
Act as a mentor to junior members of the NSCP Frontline Support.
Ensure that all activities within the NSCP Frontline Support are carried out to high level of quality whilst following company policy and best practice.
Ensure any incidents or service requests that cannot be fulfilled in a timely manner are prioritized and relevant resolver groups are pulled together to resolve the incidents or service requests.
Convey troubleshooting and resolution in a way that is understandable to non-technical members of the company.
Contribute to the strategy of the NSCP Frontline Support Function.
Manage the service with an end to end service mentality that results in an overall positive experience for the end user and that is business focused.
Drives and governs continuous improvement of all services in scope of NSCP Frontline Support to realize optimal value for money of the service for Maersk.
Strong process-oriented approach to work and excellent attention to detail.
Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision.
Reporting performance stats of each products to product/platform or relevant stakeholders.
Who we are looking for
Minimum of 4 years of experience in support including SME and Analysts activities.
Ability to work in a complex large multinational, global company.
Demonstrable experience of managing Frontline Support and working in a fast-paced customer centric environment.
Technical Skills:
A high level of ITIL knowledge at least having ITIL V3 / 4 Foundation.
Basics of API - APIGEE, EDI, Microservices, Cloud Infra.
An understanding of Operational Service SLA's, Service Catalogues, Service metrics and monitoring.
A comprehensive understanding of ServiceNow or any ITIL based service call logging system.
Business Skills:
Very strong skills in representing information in a clear and understandable way.
Communication and collaboration skills to articulate, rationalize and document items.
Ability to translate between technical language and business language.
Ability to understand complex business problems and needs.
Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe.
Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required.
Be enthusiastic and passionate about providing 'best in class' customer service.
Energetic and enthusiastic combined with resilience and determination.
Detail-oriented.
Hugely customer focused.
Ability to take initiative and work independently.
Results-oriented and a sense of urgency.
Embodies Maersk values.
Last application date: 06 October 2020.
Maersk Group has five core businesses which include Maersk Line, APM Terminals, Maersk Oil and Maersk Drilling and Services and Other Shipping. Through these companies and several others, the Group employs roughly 89,000 people and generated 47 billion US dollars in revenue in 2013. When the Global Service Centres (GSC) was established in 1999, the main focus was to provide off shoring opportunities and solutions to the shipping and logistics business units of the Maersk Group, particularly for Maersk Line. But as the GSCs' competencies grew, other business units of the Group also started migrating their processes to the Global Service Centres. The GSCs are located in Manila, Philippines; Chengdu, China; and Pune, Chennai, Mumbai in India handling the service delivery and business relationship management for Maersk Group business units.
Maersk
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Pasig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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Maersk
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