Application Support Analyst (Multi Channel Tool)

at  DHL

START YOUR IT CAREER WITH US!

With a global team of 6000+ 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. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

GROW TOGETHER

In your role as an Application Support Analyst, you will play a crucial role in optimizing the MCT (Multi Channel Tool) to ensure its efficiency and stability. Providing guidance and technical support to our DHL Express Customer Services departments globally, as well as collaborating with other teams, will be key aspects of your responsibilities.
Your primary focus will be on second-level day-to-day service support based on SLAs, encompassing Incident, Problem, and Change Management. You’ll investigate and resolve incidents not addressed in lower support levels and work closely with third-level support vendors on investigations. In complex scenarios, you’ll collaborate with other IT support teams and specialists for effective troubleshooting.
During Emergency cases, your active and ‘CAN DO’ attitude will be pivotal, especially in new projects rolling out application to further regions. Taking ownership of events and incidents, you’ll collaborate with teams to achieve quick and effective resolutions. Prioritizing requests, investigating issues, and maintaining open communication with business colleagues and other teams will be ongoing responsibilities.
Your commitment to continuous learning will be evident as you expand your application knowledge. Additionally, you’ll contribute to projects throughout their lifecycles, actively seeking opportunities for efficiency improvements.
In essence, your role combines technical expertise, strategic insight, and collaborative efforts, ensuring seamless operations and fostering innovation.

Please refer the Job description for details