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Principal Application Support Specialist (Multi Channel Tool)

With a global team of 5600+ 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 Principal 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 day-to-day service support based on SLAs, encompassing Incident, Problem, and Change Management, regular service maintenance, patching, optimization of the solution, scripting, SQL queries, health checks, you will work with a follow-the-sun team ensuring 24/7 smooth operations. 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. You will be participating on projects as consultant and document findings for the larger team.

As of this year there will be a transition to a new cloud platform, as Principal Engineer you will be pioneer in the onboarding of the new solution alongside with Senior engineers. The new solution will enable you to interact with API’s in various programming languages and will require close work with our business colleagues.

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 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 and scripting or coding 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:

• At least 8 years experience with solution or infrastructure support
• Solid knowledge of UNIX/Linux based systems
• Strong database knowledge, SQL, Oracle
• Bash, Shell Scripting
• Python is advantage
• Solid understanding of integration (SOAP, REST)
• Good knowledge of Active directory, LDAP
• Knowledge of Email Protocols SMTP, IMAP
• Experience with Jasper Reporting is advantage
• Strong customer centricity
• Fluent English (written and spoken) required
• Attention to detail, team player and analytical thinker
• Inner drive to learn new things
• Flexibility and strong sense of responsibility
• ITIL knowledge
• Experience with CD/CI tool is advantage
• Experience with Software Development Life Cycle (SDLC)- designed, developed, tested, and deployed

Your tasks will be:

• Keep close relationship with our stakeholders
• Manage contact with Vendor
• Verify and deploy software patches as part of SDLC process
• Provide high quality support including patching and maintenance activities over weekend for our application and Oncall
• Maintain and create technical documentation
• Develop scripts for automation
• Manage External Link Requests, Certificates
• Manage database instances (cloud and physical) and NAS storage
• Lead initiatives and implement internal projects
• Support the junior members in their development
• Support our business users service Owner to onboard a new cloud based solution that will phase out the on-premise solution currently supported

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!

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.