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Application Support Specialist (Multi Channel Tool)

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.

Digitalization. Simply delivered.

At IT Services, we are passionate about Customer Service application like Multi Channel Tool (MCT). And Our Express Solution Support team is continuously expanding. No matter your level of Application Support proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #SQL #Linux #Weblogic #Solr #Oracle

Grow together

In your role as a Senior Application Support Specialist, 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. You will be monitoring server and database performance and ensure stability of the hosting environment of a large application.

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.

In your role you will be driving internal projects and improvement plans, performing patches and weekend changes, you will be taking On-Call duty on regular basis.

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.

Ready to embark on the journey? Here’s what we are looking for:

• Experience with supporting applications
• General knowledge of Active directory, LDAP
• Knowledge of Email Protocols SMTP, IMAP is beneficial
• Strong customer centricity
• Knowledge of UNIX/Linux based systems is advantage
• Database skills, SQL, Oracle
• Knowledge of Bash, Shell Scripting in advantage
• Fluent English (written and spoken) required
• Attention to detail, team player and analytical thinker
• Inner drive to learn new things
• ITIL knowledge

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Outpatient (unlimited) and inpatient medical coverage for employees.
• Personalized flexi benefit plan for you and your family.
• Choose any day off from earned public holidays, including Saturdays and ad-hoc holidays to spend with your loved ones.
• Modern offices with free parking space.

Great Team

Hello, I'm Judit, the Team Manager at DHL Information Services. I embarked on my journey with the company in 2018 as Senior Application Support Specialist in the Service Desk Tools team where I became manager of DevOps team, where my team was delivering countless valuable IT Software for DHL ITS internal usage. Over the years, my focus on strategic areas such as Customer Experience, Customer and Service Support led me to transition into the Express Solution Support domain. Recently, I've held the position of Manager of the MCT Support, overseeing a dynamic team of 10+ international members across Prague, Malaysia, and Costa Rica. In this role, I play a pivotal part in delivering essential services critical to the success of DHL Group. My career is characterized by a commitment to strategic planning, fostering international collaboration, and an unwavering dedication to continuous improvement. I look forward to welcoming you aboard and having you contribute to our ongoing success. You will be working with very skilled team who are maintaining wide range of technologies including on-prem solutions and cloud based application. Welcome to the team!"