Job Description

JOB PURPOSE

The role will be part of a new IT Services DevOps team within the Identity & Access Management area serving the \xe2\x80\x9cStart DHL\xe2\x80\x9d service introduction. After an initial implementation phase the \xe2\x80\x9cStart DHL\xe2\x80\x9d project will turn into a global service, providing identity management to all DHL divisions.

We are looking for a Technical Support Engineer (Level 2) to provide enterprise-level assistance to our operational users as part of the L2/L3 \xe2\x80\x98START DHL\xe2\x80\x99 Support team. The candidate should have hands on experience in Service Now. Establishing the root causes of application errors and escalating serious concerns to the developer. Keeping a record of configuration changes and scheduling application updates. Documenting processes and monitoring application performance metrics.

Performing analyses on software application functionality and suggesting improvements. Consulting with the software development team and product owner to improve application performance with better user experience.

WHAT DO WE EXPECT

• A bachelor\'s degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Demonstrable experience as a support engineer in a related field.
• Can Analyze issues, incidents and handle requests coming via Service Now.
• Troubleshoot identity related issues in \xe2\x80\x98START DHL\xe2\x80\x99 application.
• Can generate reports from Service Now, fix the defects and bug.
• Can do Root cause Analysis and help in having permanent fixes.
• Monitoring of daily running Tasks and taking proactive steps accordingly.
• Ability to manage document configuration changes and monitor performance.
• Exceptional ability to provide front-end support to internal/external colleagues.
• Advanced proficiency in determining the causes of application errors and repairing them using proactive monitoring tools.
• Investigate issues using / referring data logs using Kibana.
• Basic knowledge of SQL scripts to run prepared queries on database to trace down the error and find root cause.
• Familiar with Chrome developer console to find error messages in JavaScript or calling Web server via HTTP or WebSocket.
• Able to refer log files in different tools and browsers, find out the causing issue and send the details to developer.
• Participates in supporting Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the \xe2\x80\x98START DHL\xe2\x80\x99 service.
• Must be able to work independently, but strong team player.
• The candidate must possess strong communication skills.

Technologies & Tools:

\xc2\xb7 Elixir Phoenix framework, C#, GitHub, OpenShift Kubernetes, Kibana

WHAT YOU WILL GET FROM US

• Great Team of IT Professionals with Global Working Exposure
• On-Going Professional and Technical Training and Certifications
• Global Internal Job Opportunities Available Within DHL Group
• Home Office Possibilities

ABOUT US - DHL IT Services

IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to DHL Group:

• Supports over 260,000 DHL Group e-mail users;
• Runs more than 7700 servers;
• Supports more than 2000 global services and applications;
• Processes 9 million shipment information messages per day;
• 200,000 man days per year of development application.

Apart from being more than 5000 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 \xe2\x80\x93 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 1800 highly skilled IT professionals working in a friendly, multicultural environment of 26 nationalities in Cyberjaya.

DHL