Hybrid Incident and Problem Manager- SAP for Transportation Management (Hybrid)
A.P. MOLLER - MAERSK · MX - Mexico City, Mexiko · Hybrid

Designlab – Werde ein Designer mit praktischen Kursen und Mentoren.
Gesponsert von Designlab- Service Management: Oversee overarching service management activities, striving for best-in-class processes and service quality.
- Reporting: Create and present comprehensive service management reports for stakeholders, covering system performance, user adoption, implemented improvements, product roadmap updates, and more.
- Process Improvement: Develop and implement creative best practices to enhance overall service quality, ensuring processes are structured and compliant.
- Audit Support: Collaborate with audit teams, lead improvements based on audit findings, and ensure audit readiness.
- Collaboration: Work closely with Service Managers and cross-functional teams to drive improvements and deliver exceptional customer experiences.
- Incident Management:
- Proactively monitor and manage incident resolution, analyze trends and root causes, and escalate issues as needed.
- Compile and publish operational incident reports, including high-priority incidents.
- Ensure compliance with Incident Management processes and SLA timelines.
- Provide communication and updates to stakeholders during incidents until resolution.
- Problem Management: Assist in maintaining accurate Root Cause Analysis (RCA) records and identify areas for improvement.
- Disaster Recovery and Escalation: Coordinate communication and escalation processes during Disaster Recovery, Business Continuity, P1, and P2 incidents.
- Service Improvement: Identify and propose service enhancements and training requirements to continually improve the service experience.
- Education: Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Experience: At least 3-5 years in service management, incident and problem management, or a related role, preferably in a global organization.
- Skills and Competencies:
- Strong understanding of ITIL processes and frameworks.
- Strong proficiency in Power BI to build and manage reports is a must, along with advanced knowledge of Microsoft Office tools, including Excel, PowerPoint, and Word.
- Excellent analytical and problem-solving skills.
- Experience with service management tools and platforms, such as ServiceNow.
- Strong interpersonal skills and ability to build effective relationships with teams and stakeholders.
- Exceptional organizational skills and attention to detail.
- Language: Proficiency in English is required; additional language skills (e.g., Spanish for the Mexico position) are a plus.
- Certifications: ITIL certification is highly desirable.
- A dynamic, inclusive, and global working environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to contribute to innovative projects and drive meaningful change.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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