Job Description

Who we are 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 240 proprietary offices, across 60 countries and a team of more than 2,500 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 organizations. 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 Global IT Team. Inchcape has recently completed the modernization phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcape\'s digital products. This is a Remote working opportunity. 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! What you\'ll do: What you\'ll do: Understand user needs, and issues faced by users, evaluate incidents from business process and user persona/role perspective first then provide the right resolution at 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 the incident life cycle in ITSM tool. Regular interactions with Internal & External customers (Global customers) via-Call, Email etc. Ensure live documentation for all applications supported for both users and other support analysts. 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. Contribute to identifying patterns, trend analysis, RCA, and permanent fixes. Collaborate with all other IT teams for critical and recurring incident resolution. Close collaboration with Product to drive a true DevOps culture, continuously planning for upcoming features and product changes. Ensure SRE best practices are followed for both proactive and reactive problem management. Passion for Customer Support Services involving multi-culture personnel Must work in shifts on a rotational basis Who you are: Total 8 + years in an IT environment and 3+ years in Application Support & Business Analysis on products running on AWS Cloud technologies Must have working knowledge in an agile environment, supporting modern cloud technology applications build on DotNet, containerized Microservices, DevOps Must have extensive software development experience throughout the career. Must have supported multiple products with follow the sun model. Use of modern support frameworks and tools. Experience in delivering support services to internal and external customers. Must thrive in a fast-paced, time-compressed, and dynamic environment 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 realize 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 center 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: Medical insurance Competitive salary Interesting job in shipping industry Career development and progression opportunities Values Award celebration events Team building days Plus, much more! #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 center of everything we do. We recognize 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.

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