IT Service Specialist

Deutsche Post; Maharashtra; On-site; INR 550,000 - 900,000; Full time

Job summary

DHL Supply Chain India is seeking a IT service management professional to provide first-line incident support and ensure timely resolutions across shifts. The role requires ITIL familiarity, strong communication, and a proactive approach to maintaining documentation and knowledge bases.

You will work with warehousing and transport operations teams, coordinating with regional and global service management to maintain stable service delivery.

Qualifications

• Hands-on IT service management experience.
• Familiar with ITIL processes.
• Experience in warehousing and transport operations.
• Strong problem-solving and communication skills.

Responsibilities

• Provide first-line support for incidents and requests.
• Ensure timely response and resolution during assigned shift.
• Maintain up-to-date documentation in the knowledge base.
• Collaborate with other shifts and regions for global coverage.
• Actively monitor system health and report deviations.

Skills

Problem solving

Strong communication

Customer-oriented

Team collaboration

Attention to details

Work under pressure

Time management

ITIL processes

Experience with ticketing tools

Tools

Ticketing tools

Job description

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