Tos Support Analyst

PURPOSEGlobal TOS Delivery team is part of APMT Digital Ops organization and ensures that terminals have 24x7 support for TOS platform.This team follows best ITSM practices, including Incident, Request, Change and Problem management processes under the ITIL framework.These ITSM processes are implemented in SNOW and both support and terminals are aligned on its use, being SNOW the main communication channel for incidents and requests, and also the tool used to drive the Change and Problem management processesAs part of this team you will work also in other initiatives around TOS, so having a good understanding of how a terminal works, it's operational processes and the different stakeholders the TOS communicates with is a plus.PRINCIPAL ACCOUNTABILITIES/RESPONSIBILITIESWe are looking for a support engineer with a good understanding of Incident, Request, Change and Management processes and the ability to:Communicate with the client and understand his/her requirements when issuing a ticket.Resolve both operational and technical incidents on TOS.Fulfill both operational and technical request on TOS.Participate in the investigation of Root Causes for Major Incidents.Good self-learning skills and ease to navigate through TOS documentation to address issues on TOS.Good organizational skills when scheduling changes and communicating with the involved stakeholders.SOP development based on new procedures.Triage and determine the criticality of an incident quickly, so Major Incident Team and Terminals are aware ASAP of Major incidents.Find improvement areas on TOS or its infrastructure.Diagnose and troubleshoot EDI errors.Work on a fast paced environment and able to adapt to changes quicklyWork Monday-Sunday from 7:00 am to 23:00 pm on a shift basis.Development & automation skills are a plus.Education and Experience Requirements:Bachelor's degree in computer science or a related field is preferred One to three years of experience as a support engineer.Good communication skillsFluent in English.The position is based in Spain.Team working skills.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.We are happy to support your need for any adjustments during the application and hiring process.If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing