Senior Consultant

You will deliver a highly visible, empowered role that is accountable for emergency incident management for business-critical DHL Supply Chain Integration solution. You will also follow up on root cause analysis and manage corrective actions preventing the same incident re-appearance. In general, you will significantly contribute to quality standards of the DSC Integration platforms via various ITIL processes. This is an exciting opportunity, for someone with a customer-oriented approach and the ability to work under demanding circumstances, to make a positive difference.
The DSC Integration Services team is responsible for providing support for DHL Supply Chain Integration Solution. The team cooperate with various DHL IT Services internal teams (development, database, network, system administrators etc. ) to maintain the service on agreed level including implementations. We take care of both on-premise as well as cloud platforms used for Integration services.
YOUR WORK:
Zero business disruptions & zero data loss” is our aspiration - We will count on you.

Empathize with and understand a business partner / customer who has a bad day due to an Emergency Incident that has caused a disruption to his/ her service.
Bring together and work closely with experts from Integration support team, experts and managers from different parts of the organization and lead recovery activities for emergency incidents, with the aim of reducing business disruption to a minimum
Ensure timely, proactive and appropriate communication to business partners on a business bridge and via incident bulletins.
Use data to analyze facts and quickly understand the root cause and get it fixed.
Closely cooperate with Emergency Incident Manager (ITS ServiceDesk) on organization and communication during the recovery.
Ensure emergency incident recovery follows established processes and procedures. Challenge, review and improve the established processes and procedures.
Compile Emergency Recovery Report (ERR) with the recovery teams to describe and evaluate the incident business impact, recovery handling and follow up actions.
Drive the follow up activities with appropriate teams utilizing ITIL standards such as Problem management, Root Cause Analysis and Continuous improvement process.
Monitor ongoing changes for DSC Integration solution and analyze relation to incidents to pre-empt issues.
Work closely with Integration service management team on quality for DSC Integration solution.