Senior Engineering Manager - Operations (L1 and L2 Support)

About Us :

At Maersk Technology, we are dedicated to transforming the logistics industry through innovative technology solutions. We strive to create a seamless experience for our customers by ensuring our technology infrastructure is robust, reliable, and efficient. Join us and be a part of a dynamic team that is driving change and making a global impact.

Role Summary :

As a Senior Engineering Manager - Operations, you will be responsible for managing the L1 / L2 support teams to ensure the highest level of service delivery, operational excellence aimed at improved user experience. You will be responsible for managing a team of engineers, developing and implementing support strategies, and driving continuous improvement in services delivered to our users and customers.

Key Responsibilities :

• Lead and manage the L1 and L2 support teams, ensuring effective and efficient handling of incidents and service requests.
• Develop and implement support strategies to improve service quality, reduce incident resolution times, and enhance customer satisfaction.
• Monitor and analyze support metrics and KPIs to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams, including engineering, product, and customer service, to resolve complex technical issues and ensure smooth operations.
• Drive continuous improvement initiatives to enhance support processes, tools, and documentation.
• Ensure compliance with service level agreements (SLAs) and other contractual obligations.
• Mentor and develop team members, fostering a culture of learning, collaboration, and excellence.
• Prepare and present regular reports on support performance to senior management.

Qualifications :

Preferred Qualifications :

What We Offer :

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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Skills Required

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