Support Analyst

• 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

• 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

• 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.

• 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

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

Maersk