Service Excellence Engineer

Job Purpose/summary:

As the Service Excellence Engineer, you will ensure rapid recovery from high-impact incidents while strengthening continuity, prevention, and operational resilience across SbM-supported services. You will analyse root causes, implement corrective actions, improve recovery processes, enable observability usage, and drive engineering improvements that minimise disruption across warehouses, offices, and GSC environments.

Key responsibilities:

Lead technical response during critical service incidents, ensuring swift recovery and minimal business disruption. Build early-warning and real-time visibility using observability platforms and monitoring data. Develop dashboards, alert thresholds, and recovery indicators for critical services and infrastructure.

Conduct structured root-cause analysis and drive permanent corrective actions to prevent recurrence.

Collaborate with Network, Platform, and Application teams to strengthen continuity measures and response readiness. Implement automation-driven remediation steps, reducing manual resolution time and repetitive interventions.

Maintain and prioritise a continuity backlog focused on recurrence prevention and operational gaps.

Reduce false alarms, repeated disruptions, and reactive firefighting through proactive engineering practices.

Improve uptime, recovery time, fault prevention, and continuity metrics across SbM-supported services.

Create runbooks, playbooks, and standard response workflows to enable consistent execution.

Provide continuity insights and incident learnings to leadership, enabling preventive decisions.

Champion proactive continuity thinking and operational preparedness across teams and regions.

Required experience:

5-10 years in platform support, infrastructure operations, critical incident response, or technical operations.

Experience with monitoring systems, dashboards, event analysis, and service telemetry.

Demonstrated incident handling and structured recovery experience in enterprise environments.

Hands-on exposure to networks, cloud platforms, infrastructure components, or enterprise applications.

Ability to automate repetitive tasks using scripts or operational workflows.

Experience across distributed or multi-region operational environments preferred.

Qualifications:

Bachelor s degree in computer science, Engineering, IT, or related technical field.

Certifications in cloud, network, or operations (Azure/AWS/Network/IT Ops) are beneficial.

Strong analytical and diagnostic capabilities with structured problem-solving skills.

Effective communication during high-pressure incidents and cross-functional coordination ability.

Familiarity with automation concepts, observability, and operational engineering practices is an advantage.

Business skills:

Excellent communication skills with technical and non-technical stakeholders

Keen sense of ownership and motivation

Strong analytical skills

Ability to work collaboratively with others

Ability to multi-task

Very strong skills in representing operational instructions and information in a clear and understandable way.

An agile, proactive person who takes an attitude of getting things done and delivers on objectives

Ability to influence others at all levels.

An ability to lead, syndicate and achieve organisational change

Personal profile

Strong interpersonal skills

Detail-oriented

Ability to take initiative and work independently

Results-oriented

Sense of urgency

Focused to deliver best in class service

Energetic and enthusiastic combined with resilience and determination Ability to take initiative and work independently

Results-oriented and a sense of urgency

Bigger picture view

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.
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