• Oversee the ‘day to day’ operational activities of the Run service - acting as the first point of escalation for support and customer liaison for the region.• Champion & implement Continual Service Improvement (CSI) in line with industry standards (ITIL, ISO 20000) and the DSC IT strategy. Share ‘best practice’ standards & processes within the Global Run service, the Regional Build teams & BUIT.• Responsible for ensuring that budgeted supplier costs and budgeted recoveries are achieved. Responsible for managing the supplier payment and customer invoicing processes to ensure cost efficiency.• Deputize for Global Integration Service Manager.• Plan and prioritize daily workload will be critical in this demanding customer (internal BUIT) facing role providing business critical services which can stop sites operating if not available.• Deal with external customers and their suppliers (in cooperation with BUIT & internal resolver groups) to drive the identification of the root cause of customer impacting incidents across multiple countries, time zones and cultures.• Manage escalation across and between time-zones with colleagues in different regions.• Build and maintain relationships with BUIT and customer representatives (ISM). Act as first point of customer (BUIT) escalation above the support team.• Review and advise on customer support models to improve effectiveness and minimize complexity.• Participate in meetings with internal IT, BUIT, ISM, other internal service providers and External Outsourcing partners with both ‘on-shore’ and ‘off-shore’ resource.• Provide support and guidance to Incident, Problem & Release Management teams.• Champion and share Best Practice.• Coordinate with internal teams and stakeholders to plan changes and communicate any downtime required, in line with the SLA.• Conduct the review and enforcement of service policies, processes & procedures across Service Management Lifecycle and in accordance with ISO 20000 Certification.

• Provide consultation, guidance and technical expertise with respect to DHL Link related applications• To drive solutions of technically complex migrations & integration opportunities and transition programs• Work closely with line managers to organize team activities and develop the team resources.• Provide application support & deployment services for DHL Link in order to ensure the maximum availability and minimal disruption to business continuity.• Ensuring that emergency incidents are managed and resolved within the agreed target resolution times (TRT) and according to the Service Recovery Policy, DPDHL RM guidelines• Acting as Recovery Manager during major incidents for Global Hub and Americas hub• Ensuring that all incidents are dealt with according to Incident Management best practices.• Ensuring that all agreed targets, SLA's and Metrics are met.• Identifies and resolves issues with applications, following agreed procedures.• Carries out agreed applications maintenance tasks.• Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.• Lead for DHL Link US Support handling 15 offshore guys from India and Manila.

• Oversee the ‘day to day’ operational activities of the Run service • Acting as the first pointof escalation for support and customer liaison for the region.• Champion & implement Continual Service Improvement (CSI) in line with industrystandards (ITIL, ISO 20000) and the DSC IT strategy. Share ‘best practice’ standards &processes within the Global Run service, the Regional Build teams.& BUIT.• Responsible for ensuring that budgeted supplier costs and budgeted recoveries areachieved. Responsible for managing the supplier payment and customer invoicingprocesses to ensure cost efficiency.• Deputize for Global Integration Service Manager.• Plan and prioritize daily workload will be critical in this demanding customer (internalBUIT) facing role providing business critical services which can stop sites operating ifnot available.• Deal with external customers and their suppliers (in cooperation with BUIT & internalresolver groups) to drive the identification of the root cause of customer impactingincidents across multiple countries, time zones and cultures.• Manage escalation across and between time-zones with colleagues in different regions.• Build and maintain relationships with BUIT and customer representatives (ISM).Act as first point of customer (BUIT) escalation above the support team.• Review and advise on customer support models to improve effectiveness and minimizecomplexity.• Participate in meetings with internal IT, BUIT, ISM, other internal service providers andExternal Outsourcing partners with both ‘on-shore’ and ‘off-shore’ resource.• Provide support and guidance to Incident, Problem & Release Management teams.• Champion and share Best Practice.• Coordinate with internal teams and stakeholders to plan changes and communicate anydowntime required, in line with the SLA.• Conduct the review and enforcement of service policies, processes & procedures acrossService Management Lifecycle and in accordance with ISO 20000 Certification.

• Provide application support & deployment services for DHL Customer Gateway in order to ensure the maximum availability and minimal disruption to business continuity.• Ensuring that all agreed targets, SLA's and Metrics are met.• Identifies and resolves issues with applications, following agreed procedures.• Carries out agreed applications maintenance tasks.• Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.• Analyses service and component availability, reliability, maintainability and serviceability• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.• Implements arrangements for disaster recovery and documents recovery procedures.• To provide 24/7 support and be prepared to work on shift basis during afternoon/night, weekends/public holidays• Responsible for coordinating issues within end users and DHL Business IT. • Primary support for DHL Global Forwarding BAM Invoicing• Primary support for Cisco’s ACE XML Gateway• Pioneer team member when it was established in 2009

• Develops data transformation code that will provide maps according to the specifications using recommended process, standards and tools• Reviews the requirements associated with the application to evaluate possible solutions, determine the best solution, and provide estimates• Plans the development of the code needed to perform the data transformation• Completes and participates in Peer Reviews of code as assigned• Analyzes and designs the map to meet the business data requirements• Formulates and send queries to SA to clarify certain issues in the crosswalk or requirements document• Creates test files and scenarios for each mapping change• Performs local/UAT testing• Assists the SA Team with system testing by performing map analysis, output translation and corrects map to resolve defects• Performs Second Tier Support as deem necessary• Investigates map issues raised by the clients or EDI Monitoring Team

• Develops data transformation code that will provide maps according to the specifications using recommended process, standards and tools• Plans the development of the code needed to perform the data transformation• Analyzes and designs the map to meet the business data requirements• Completes and participates in Peer Reviews of code as assigned• Creates test files and scenarios for each mapping change• Performs local/UAT testing• Formulates and send queries to analyst to clarify certain issues in the crosswalk or requirements document• Investigates map issues raised by the clients