Associate - Global Support

Job Summary

Organization Background: Mitsui O.S.K. Lines (MOL) is one of the world's largest multimodal deep-sea carriers, with a rich maritime legacy spanning over 140 years. Operating across Asia, the Middle East, Europe, Africa, North America, South America, and Oceania, MOL connects global trade routes with a strong presence in international shipping and logistics.

MOL Information Technology (MOL-IT) is the Digital Transformation Partner of the MOL Group, delivering customized technology solutions that drive efficiency, innovation, and sustainability across the shipping, logistics, and supply chain domains. Established in 1997, MOL-IT operates from three locations-Kolkata, Hyderabad and Mumbai-with a team of over 400 software and management professionals. In alignment with the MOL Group's strong commitment to sustainable growth, MOL-IT is advancing its digital capabilities to support decarbonization, automation, and smart operations. As part of its growth strategy, MOL-IT continues to deepen its impact within the MOL Group by aligning digital transformation initiatives with the Group's long-term sustainability goals.

For further details about organization, please visit Video - An Introduction to MOL-IT YouTube

Responsibilities

• Monitor the flow of all Functional Support incidents, requests or queries addressed to the Global Support Team in the production system.
• Track all alert emails and take required action
• Follow defined process flow for all cases
• Handle Code Registration Requests from Users.
• Handle Data Provision task.
• Do Primary analysis for responding to user queries
• Provide root cause analysis on reported problems and suggest solutions wherever possible
• Contact MOL Users, Development teams and others directly when a problem is identified or needs more information.
• Coordinate with Development System Support teams as required
• Track Releases/Data Patches and Coordinate Release Management process with stakeholders.
• Send Announcement mail to Users about Application Usage Restriction during system Update/Maintenance/Program Release
• Update daily log sheets and ensure proper shift hand-over
• Document standard procedures
• Provide support during UAT and Training
• Ensure task timelines are met consistently, and the process standards are followed.
• Gain knowledge of the International Shipping Industry business.
• Become familiar and remain up-to-date with the MOL-IT software applications, standards and guidelines and perform all tasks accordingly.
• To complete all related tasks commiserating the position that may be assigned by the superiors from time to time.

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