Job Description

Your IT Future, Delivered.
Application Support Analyst
With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. All our locations have earned the #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experience.
At DHL IT Services, we're designing, building and running IT solutions globally, supporting our 550 000 colleagues and millions of our clients. Thousands of servers, apps, devices - all managed from our data centers. And there's lots of digitalization. In fact, digitalization is our key priority.
Digital Platforms is a department, aiming to address this digitalization theme. Our team is developing and running cutting-edge solutions in the areas of APIs, Blockchain, Internet of Things, Data Lake & Analytics, Artificial Intelligence, Intelligent Automation and Virtual Assistants.
Grow together.
BPM Platform support specialist provides consultation, guidance and problem solving expertise with respect to complex technical issues of infrastructure, design, methods, tools to ensure that a robust, maintainable, high quality, standards-compliant business applications software environment is developed and maintained.
Your work:
Ensure system availability to critical UiPath application and Environment through Incident and Problem investigation, root cause analysis and resolution

• As Platform support specialist, accountable/primary stakeholder for the delivery of IT service.
• Ability to manage wide ranging global stakeholder groups across the business, IT services and third parties.
• Acts as the single point of contact for a specific service and ensures that the Support model is accurate in relationship to their service.
• Participates in Change Advisory Board decisions, approving changes to the services owned.
• Chairs the crisis management team for high-priority incidents impacting the service owned.
• Monitors and oversees the performance of the production service, reporting the results as required and agreed
• Coordinate activities and communicate with impacted stakeholders as per incident management process
• Deploy services and enhancements to supported services in accordance with agreed procedures
• Analyses Business Requirements for the service they are responsible for
• Develops knowledge of technical specialism(s)
• Maintain technical documentation and the knowledge of supported applications
• Provides advice, both reactively and pro-actively, to those engaged in activities where their technical specialism(s) are applicable
• Provides, or assists with, quality assurance of activities involving their technical specialism(s)
• Develops and maintains quality standards and policies relating to their technical specialism(s)

Liaises with staff responsible for the development of system enhancements to overcome known problems or further fulfill user requirements.
Ready to embark on the journey? Here's what we are looking for:

• Degree in IT or relevant field; M.Sc/BE/MCA is a plus.
• Experience in performing operations and support for a wide range of business users.
• Experience in IT operations teams - responsible for delivering reliable and commercially efficient operations.
• Experience of an IT business interface role with senior stakeholders - successfully balancing business demands with enterprise drivers, being the face of IT service to the business.
• At least 6 years of professional experience in production support.
• Experience and knowledge of server operations on Windows platforms.
• Understanding and experience of ITIL and ITSM frameworks.
• Experience of working in large enterprise companies.
• Hands-on experience performing server support, desktop troubleshooting, network troubleshooting.
• Hands-on experience in CICD.
• Knowledge/experience in Bizagi infrastructure preferable.
• Knowledge on cloud infrastructure and deployments.
• Professional experience in maintaining and supporting Windows 10 OS, .Net applications and MS SQL Server.
• Network knowledge (DNS, IP config., Proxy,..)
• Web based application architecture & support.
• MS Office 2013/2016 products, 3rd party application management.
• Microsoft SQL Server.
• Good communication skills in English and ability to handle pressure at work.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Annual Leave: 42 days off apart from Public / National Holidays.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications