IT Service Specialists

Job Description:

DHL Fulfilment Network is a global product we sell to our customers as highly standardized and replicable. The product is designed for fast rollout and fast adoption, but one of the key elements of the product is the capability to keep the run activity stable and implement a full continuous upgrade concept, ensuring enhancements and reliability. This includes the ability to keep upgrading / patching the product properly as well as respond to incidents and resolve issues.

• The run activities include support to all our operations globally, providing first contact with sites in case of problems and be accountable for issues raised during the assigned shift.
• The ideal candidate will have hands-on experience in IT service management and a good understanding of warehousing and transport operations. The role supports the execution of standardized processes and procedures defined by the global organization, working in close collaboration with the regional coordinator and the global service management team.
• Ability to follow and apply standardized ITIL-based processes
• Strong problem-solving attitude and customer-oriented mindset
• Proactive attitude, problem-solving mindset, and willingness to learn new systems and processes
• Comfortable working in shifts and within a distributed global team
• Familiarity with ticketing tools and basic troubleshooting across infrastructure and applications
• Good communication skills in English, both written and spoken
• Provide first-line support for incidents and requests coming from operations, escalating when necessary, according to defined procedures
• Ensure timely response and resolution to issues within the assigned shift, minimizing impact on warehouse and transport operations
• Maintain up-to-date documentation of issues, resolutions, and known errors within the knowledge base
• Collaborate closely with other shifts and regions to ensure seamless handover and global coverage
• Actively monitor the system health and proactively report deviations