The Vision

Maersk is changing. Our future focus is to become the global integrator of container logistics connecting and simplifying our customers supply chain.

As a part of this reinvention we will be investing to expand our 24/7 IT Command and Control capability. This new capability will help Maersk support both its strategic and digital vision and ensure the integrity and overall resilience of the technology organisation.

We're targeting thinkers and the brightest minds who want to be part of a true industry transformation. We're looking for those of you who are inherently driven by technology and want to be involved in supporting a diverse and very large-scale global IT and digital estate.

Role Purpose

  • Play a key role within the new 24/7 Operations Command and Control Centre based in Maidenhead.
  • Oversee and drive the diagnosis, root cause, and fix of Network and Voice Incidents.
  • Manages, maintains, supports, and improves the Maersk IT Support, Operations, and Engineering department’s ability to respond to incidents across the estate.
  • Undertakes root cause analysis of incidents and follow up through the Problem Management processes to ensure identified remedial actions are undertaken to prevent further reoccurrence.

Main Duties and Responsibilities

  • Incident management – Actively monitor inbound incident reports in the Maersk Service management tool and triage by business impact.
  • Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact.
  • Document, communicate, and log follow up actions for later triage, prioritisation, and action to avoid recurrences.
  • Serve as an Incident Management escalation point when called upon.
  • Incident management of network and telephony events & incidents through the event/incident lifecycle.
  • Coordinating between multiple service towers during network amd telephony events and incidents.

Experience Required

  • Demonstrable experience in a fast-paced operations environment.
  • Proven experience gained in a similar role, within a large global/enterprise organisation.
  • Proven abilities to communicate with key stakeholders across the business and IT.
  • Demonstrable IT Infrastructure knowledge across a wide range of technology.
  • Solid experience managing, supporting, and deploying network and telephony infrastructures in a large enterprise environment.
  • Strong knowledge of routing, switching, WiFi, VoIP, IPT, and IPCC, preferably based on Cisco, HP, and Aruba technical solutions
  • Knowledge of Riverbed Steelhead and ZScaler Internet break-outs.
  • Strong ability to diagnose and resolve network and telephony alerts, events, or issues
  • Demonstrable experience of network and voice management/monitoring tools, ideally SolarWinds & Riverbed NPM.

Candidate Competencies / Essential Characteristics

  • Proven ability and commitment to work collaboratively toward common goals
  • Effective planning and problem-solving skills
  • Excellent communication skills across all levels of the organisation
  • Highly motivated and pragmatic with an analytical approach.

Watch the Maersk vlog about this role