IT Service Specialist

About US
DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 150+ facilities and 22,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safety is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!
Key Responsibilities
DHL Fulfillment Network is a global product we sell to our customers as highly standardized and replicable. The product is designed for fast rollout and fast adoption, but one of the key elements of the product is the capability to keep the run activity stable and implement a full continuous upgrade concept, ensuring enhancements and reliability. This includes the ability to keep upgrading / patching the product properly as well as respond to incidents and resolve issues.
The run activities include support to all our operations globally, providing first contact with sites in case of problems. Given the global nature of the team, the structure is currently shifted across time zones and the resource will be accountable for issues raised during the assigned shift.
The role will need to deliver support for the service management team in a specific shift.. The role will act as the first point of contact for every issue that is accountable as IT within the specific area. Any delay in the resolution and unresolved issues have a direct impact on the business as business disruptions will happen.
The ideal candidate will have hands-on experience in IT service management and a good understanding of warehousing and transport operations. As a member of the regional team, the role supports the execution of standardized processes and procedures defined by the global organization, working in close collaboration with the regional coordinator and the global service management team.
KEY Task.
Provide first-line support for incidents and requests coming from operations, escalating when necessary, according to defined procedures
Ensure timely response and resolution to issues within the assigned shift, minimizing impact on warehouse and transport operations
Maintain up-to-date documentation of issues, resolutions, and known errors within the knowledge base
Collaborate closely with other shifts and regions to ensure seamless handover and global coverage
Actively monitor the system health and proactively report deviations
Skills
Problem solving mindset
Strong communication skills
Customer-Oriented approach
Team collaboration
Attention to details
Ability to work under pressure
Time management
Familiarity with ITIL processes
Experience with ticketing tools

Work arrangement
No