Job Description

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Wilhelmsen Ship Management is one of the world\xe2\x80\x99s largest third-party ship managers originated from Oslo, Norway with over 20,000 employees including our seafarers with a portfolio of more than 450 vessels and counting. Our employees are working with a comprehensive global maritime group providing over half of the merchant fleet with essential products and services, along with supplying crew and technical management to the largest and most complex vessels ever to sail.

We are currently looking for a Senior Vessel IT Support Specialist to join our team. We offer a culture and vibrant work environment of strong leadership, collaborative, career development, work-life balance and a job that is both challenging and stimulating. All team members are empowered with the freedom to influence each other as long it complies with our Company\xe2\x80\x99s values and vision.

This position will be located at Kuala Lumpur Sentral (Menara 1 Sentral) and it is easy to get to by public transportation as it is located at the heart of Kuala Lumpur. Our organization thrives by using modern tools and is eager to utilize the business opportunities that comes with new digital tools and skills.

Purpose

Performing 1st line and 2nd line support including incident handling and tracking related to IT onboard vessels under WSM management agreement and vessels having IT support agreements with WSM

Performing basic IT administrations duties such weekly reports and projects tracking.

Participate in Level 1 and Level 2 problem management related to vessel IT incidents.

Maintain, provide support on documentation, guideline, policy, procedure to vessels to ensure the efficiency and effectiveness of the information security controls as a whole, recommending improvements wherever is necessary.

Ensure that the IS & IT functionalities onboard vessels are able to support the business processes and recommend changes or additional modules/ tools as required, achieving this, within Business & IT guidelines.

Provide 1st and 2nd line support to vessels in general and in particular with respect to WSM provided Software and Hardware systems.

Monitor health of WSM provided IT solutions onboard vessels and initiating corrective actions whenever required

Distribute applications, patches, images, updates, anti-virus updates etc. according to established plans and according to ad hoc requirements

Arrange shipment of relevant equipment to/from vessels

Provide IT and related training to organization and vessel users.

Manage business applications synchronization/replication and ensure availability.

Interrelations

WSM Manager Business Applications and Vessel IT support

WSM Application controller team

Vessel IT users

WSM staff involved with vessel IT usage

Suppliers & vendors of products and services related to vessel IT support

WIT support staff responsible for providing 2nd line support for VerIT4net OnBoard

Vessel IT Support staff from KL and other regions

Formal authorities

To manage and follow up on vessel IT incidents reported via the ServiceNow system and directly from WSM staff and vessels

To resolve or provide workarounds to vessels requests and reported incidents

To order IT equipment and supplies required according to approved PO\xe2\x80\x99s.

To provide required invoice documentation for equipment and services provided to vessels

To coordinate and redirect requests to other WSM vessel IT Support staff and WIT personnel as necessary

To monitor health of vessel IT systems and provide relevant reports accordingly

Main responsibilities and tasks

Performing service desk duties, 1st line and 2nd line support and incident handling

Business Application sync/replication monitoring and status update to stakeholders. Ensure high availability of business critical application.

Ensure VIT support documentation is updated and reviewed periodically.

Contribute and ensure Vessel IT Manual is updated and sent to vessels.

Contribute and ensure that Support Hand Book is maintained and distributed.

Perform international travel related to IT support cases as required

Purchase, setup, install & support vessel IT Infrastructure

Develop and maintain user, system and operational documentation for vessel IT usage

Ensure services are delivered according to WSM principles and guidelines for vessel IT support and best practices as applicable

Contribute and ensure vessel IT problem management

Contribute and ensure vessel IT Change Management

Supervise project and ensure team is following up.

Supervise critical/urgent ticket.

Planning for vessel visit plan and cost approval.

Performing service desk duties and ticket escalation.

Participate in system implementation project onboard the vessels on management

Participate in system implementation projects in WSM onshore when required

Provide input to WSM BS&IS AOP, budgeting and planning as required

Accountabilities

Liaison with vessel IT team members with respect to their requests and reported incidents

Resolution of vessel IT incidents reported to 1st line support

Follow up & conclusion of incidents escalated to 2nd Line.

Follow up and report on task status

Initiatives to prevent recurrence of vessel IT incidents

To stay professionally updated with regard to technology usage, relevant application usage and best practices

To contribute to a continuous improvement of WSM\xe2\x80\x99s services in general and WSM Business Solutions & Information Systems in particular

To keep updated with regard to Corporate and WSM values, standards, policies and guidelines

To report requirements for update of pertinent GIMS content

Provide relevant training of WSM staff and seafarers as required

Undertake necessary training when required

This position will be measured against:

Feedback from Customers, Super users, Application Owners and vessel IT users

Quality of reports on Business Application monitoring and status update to stakeholders.

Quality of the data in ServiceNow

Cost effectiveness of onboard IT support

Availability of onboard IT infrastructure and systems

Availability of business critical applications onboard vessels.

Vessels satisfaction with the IT support and on the quality of the routines and efficiency gains in relation to these services

The position will be measured against how well the infrastructure and systems work onboard, how satisfied the end-users are with the services and on the quality of the routines and efficiency gains in relation to these services

Ability to ensure effective resolutions and workarounds for onboard incidents and prevent the recurrence of incidents

Quality of Support documents, reviews and updates.

Evaluation of the training provided to the team.

Qualifications
Mandatory requirements

Good incident management and support skills

Good business and process understanding

Structured and solution oriented

Team player

Good communication skills in English.

Be able to work independently, be self-driven, and able to make quick decisions in a hectic work environment

Ability to perform international travel as required

Ability to fulfil relevant visa requirements for international travel

Comply with relevant flag and port state requirements in order to join vessels for onboard assignments

Additional preferences

Maritime experience preferred

Experience working with vessel IT solutions

Competency Requirement

Customer Focus

Problem Solving & Decision Making

Team Commitment

Creativity & Innovation

Sounds interesting? You can apply online today through our career portal by creating a "Candidate Home" account and attach your latest Resume. Please note that only shortlisted candidates will be contacted.

Application Deadline: 1st November 2023

Nationality preference: Malaysian

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Wilhelmsen