Application Support Specialist

With a global team of 5600+ IT professionals, DHL IT Services enables DHL to connect people and keep the global economy running by continuously innovating and creating sustainable digital solutions. We work globally beyond borders and push boundaries across all dimensions of logistics. You’ll shape the technological backbone of the biggest logistics company of the world. All our offices have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Networking. Simply delivered.

#DHL #DHLITServices #GreatPlace

Role Purpose

The purpose of this role is to provide 24/7 monitoring, incident management, and operational support for critical IT systems, ensuring uninterrupted business operations. The role contributes directly to minimizing downtime, improving system reliability, and maintaining high service levels in line with agreed SLAs.

Key Responsibilities

• Perform round-the-clock monitoring of applications, systems, and infrastructure to proactively identify and resolve incidents.
• Act as first-level and second-level support for incident detection, analysis, and resolution, following ITIL best practices.
• Manage and document Incidents, Problems, and RFCs, ensuring proper escalation, root cause analysis, and closure.
• Create, maintain, and continuously improve alerts and dashboards using monitoring tools (e.g., Splunk, Dynatrace).
• Analyze monitoring data to optimize alerting, reduce noise, and improve incident response efficiency.
• Collaborate with development, infrastructure, and DevOps teams to ensure smooth deployments and stable operations.
• Support CI/CD processes, troubleshooting issues in GitHub and monitoring Jenkins deployments.
• Write and execute SQL queries (DDL/DML) for data validation, troubleshooting, and reporting purposes.
• Contribute to process improvements and knowledge base documentation.

• 3–8 years of experience in IT Operations, Monitoring, Support, or similar roles.
• Strong analytical and troubleshooting skills.
• Ability to work in shift-based or 24/7 support environments.
• Good understanding of enterprise IT environments and service reliability.