Manager – IT Service Continuity Management

Manager – IT Service Continuity Management FULL TIME Perungudi, Chennai, Tamil Nadu, India With Professional Experience 5/6/25 1959031 About Hapag-Lloyd With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world's largest and most modern reefer container fleets, Hapag-Lloyd is one of the world's leading liner shipping companies. In the Liner Shipping segment, the Company has around 13.500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2.600 employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations. THE IT ORGANISATION A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers. Hapag-Lloyd's strategy depends on a successful digital transformation. As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd. This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The manager is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible. ABOUT THE ROLE The IT Service Continuity Manager will help developing and running the Service Continuity function with in and across I&O. They will ensure that all parties from the Hapag-Lloyd Infrastructure & Operations function internal or external to the Hapag-Lloyd organization, including multiple suppliers, that might contribute to the Service Continuity Management, are involved and aligned with the processes and methods. KEY RESPONSIBILITIES AND TASKS Develop a Service Continuity practice, including training, communication and process Prepare a testing Strategy to inform all the Disaster Recovery exercises and testing, Ensure standards exist for DR plans and that all Production teams/Services have a DR Plan Make sure that continuity plans are current and fit for purpose Define clear RACI and "battle Plan" for Crisis events Define key scenarios and responses for Crisis Understand the service Risk appetite and associated RPO/RTO Ensure a Centralized location exists for ALL DR and Service Continuity plans Define and highlight high-impact risks to service with respect to recovery and resilience Ensure availability and readiness of recovery plans - provide a means to cyclically audit such plans Ensure all DR plans are integrated with associated processes to maintain currency Enable the Transition function to factor Continuity requirements in the Projects scope Effectively collaborate with the rest of Service Management and wider IT organization Be part of a team that executes the Problem Management process globally across Hapag-Lloyd IT organization and Business. Ensures the resolution of all problems according to our defined OLA/SLA; ensure that these problems have been permanently resolved, and implement changes to prevent known problems from re-occurring Ensure workarounds and quick fixes are documented accurately in our Knowledge Base Involved in helping to develop and perform awareness training courses related to Problem Management for all IT delivery teams Put into effect the Problem Management methodologies and processes based on ITIL standards Give input to the Global Process Owner (GPO) to define and enhance the Problem Management process, including enhancements to the ITSM tool Liaise with the Major Incident Management and the Incident Management GPO to improve incident response and resolution times Monitor open problem tickets and escalate if necessary Provides reports and Management Communication Proactively follow-up on open Problems and propose to proactively raise Problems in situations deemed appropriate Set up task forces in situation that calls for service improvement plans Resolve escalations from relevant stakeholders Participate in developing the Hapag-Lloyd Problem Management function by ensuring that the problem process is followed in a consistent manner Required to attend weekly/monthly cadences, including strategic partner service reviews, as well as high priority problem reviews

With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world's largest and most modern reefer container fleets, Hapag-Lloyd is one of the world's leading liner shipping companies. In the Liner Shipping segment, the Company has around 13.500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2.600 employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.