Support Analyst

What we are looking for:

• Investigate and resolve P3/P4 incidents and fulfil Service Request & Coordinate on P1/P2 until closure with SME’s /Vendors
• Passion about automation and new technologies
• Problem-solving orientation
• Conduct daily review and stand-up calls with respective stakeholders like BAU team, Engineering team, Product teams etc. to follow-up on all active incidents and SRs
• Must be able to work as a single point of contact for all deliverables L2 technical Support on Automation products from vendors or developed inhouse
• Provide transparency and visibility on the team's activities/progress using shared tools and reports, tracking, and reporting of backlog progress including clear identification of associated risks and issues.
• Coordinate with other product teams, vendors, partners, other platform teams for service requests, incidents, problems, etc.
• Perform housekeeping roles (i. e., perform or validate backups, archiving, daily jobs, batch processing, etc.)
• Ensure that important solutions/workarounds to prevalent issues are updated in the Knowledge Article and Known Error Database in SNOW
• Ensure that any changes/updates on the SOPs are communicated on a regular basis to team and pertinent stakeholders and are always up to date
• Follow appropriate escalation procedures in accordance with the defined escalation matrix.
• Create change requests and alert stakeholders, continuously evaluate subject area after a release and report any changes that will impact the business.
• Showcase deep understanding of the respective Automation products, Enabling Services and possess an in-depth knowledge of the deployed Solutions.
• Drive and govern continuous improvement of all services in scope

Principal Accountabilities:

• You will be part of a team that provides 24x7 support to terminals on OT Automation products (including Cranes, RTGs, RMGs and Horizontal Transport, Crane OCR's, GATE OCR's and others.)
• You will be responsible for troubleshooting incident & resolution and release management for Terminals and Equipment under scope
• You will conduct root cause analysis for issues as needed and provide feedback for product managers, procurement and vendors.
• Continuous improvement of Automation Support model as well as overall Automation Solutions

Critical Qualifications/Skills/Experience:

• University degree Bachelor of Science (BSc+) in Automation Engineering,, Electronic or a related field (Equivalent education and work experience may be substituted):

• Requires at least 2 years of experience in Industrial System Design and Testing in a medium-to-large organization

• Proven ability to establish and maintain automation and process documentation (functional requirements, test cases, wiring diagrams…etc.).

• SCADA and PLC programming knowledge (Siemens products knowledge is a plus). Control Panel HW design knowledge.

• Familiarity with Port Equipment/Processes or moving machinery or is a plus.

Knowledge

• Experience in the following systems: Siemens PLCs (300 /400 & 1500)

• Siemens PLCs, languages Ladder, ST, FBD, IL, STL, AT commands.

• Human Machine Interface (HMI): Scada, WinCC and • Computerized maintenance management system (CMMS)

• PLC: Tia portal , Step7

• Other automation system software.

• Automation Related Hardware knowledge including embedded computing, onboard sensors, equipment actuators, drives, overall integrated systems understanding, Control panel hardware design knowledge and Instrumentation design knowledge.

• Interface : OPC DA/ UA,  SQL

• Platforms, Networking and protocols communications (TCP/IP, Profibus, ASI, CAN-Bus, Profinet )

• Ability to coordinate with suppliers, vendors and external contractors

• Strong interactive and social skills.

• Must be able to maintain a cordial relation on the job and very clear and effective on transmitting information.

• Ability to speak and write in English & Spanish is an advantage

Education

• University degree Bachelor of Science (BSc+) in Automation Engineering,, Electronic or a related field (Equivalent education and work experience may be substituted):

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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