Service Management is an owner of IDSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld. The Service Manager acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organization
Shell India
Shell began operations in India more than 80 years ago. At Shell India, we proudly invest in our people through our industry-leading development programs which see our employees thrive and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion in India’s energy sector alone, in socially and environmentally responsible ways. Shell is the only major global energy company to have a fuel retail license in India.
Shell IT
The digital transformation strategy of Shell requires an increasingly flexible, agile and secure IT environment in order to enable best use of data, cloud services, personalization of user experience and connectivity of devices. Keeping our business goals and user experience in the forefront, Shell IT has taken the decision to insource or directly procure a number of connectivity services. By taking greater control over key aspects of connectivity we can provide our users with better user experience, speed and agility, while maintaining operational effectiveness and efficiency. As a result, we are building a partially insourced and multi-vendor ecosystem for our connectivity products and services and will be developing new skills and capabilities. Shell IT has established a new IT hub in Bangalore and is scaling it up over a five-year period. Purpose of the IT Function is to empower the Business by finding real talent in IT, focusing on business outcomes and delivering fit for business technology solutions which enable business speed, agility and profitable growth. Come join us on this exciting and ambitious journey.
Job Description
Service Management is an owner of IDSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld. The Service Manager acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organization.
Accountabilities:
Drive continued development and improvements to improve proactive and predictive operational incident resolution within the process framework.
Drive operational big data analytics and operational proactive/predictive trending of Incidents and problems to determine potential problem areas across connected landscapes
Translate Incident and Problem related use case requests into technical content to be deployed for operational issue resolution
Create dashboards, reports, KPIs for IT consumption and management information purposes using the available toolset within the Service Intelligence landscape (ServiceNow)
Optimizes the operational service intelligence reporting and analytics work within the Incident and Problem organization
Develops and delivers service intelligence capabilities aligned with our KPIs that measure and improve our organization’s compliance to Incident and Problem Management operational processes
Acts as focal point for Incident and Problem Management reporting discrepancies and issues impacting both the business and suppliers
Contributes to the effective execution and operationalization of the Enterprise Incident and Problem Management processes
Maintains operational work instructions and templates to ensure up to date ways of working are available for stakeholders and users of the incident and problem management processes
Responsible to drive improvements and remediation of operational procedures for Incident and Problem Management in an automated way
High-lights and escalates integration issues between ITIL support process and tools
Contributes to the development of the Incident and Problem Management roadmap and maturity model, working with colleagues in other organizations who assist with design
Contributes to driving process focal points and community through deliverables associated with the Incident and Problem Management roadmap and maturity model
Drives a continuous improvement culture in our day-to-day activities, working with our delivery organization, suppliers, and business partners
Ensures the effectiveness of the Incident and Problem Management processes so that new services / technologies can be implemented smoothly with minimal / zero impact to operations
Advises on best practices around operationalizing incident and Problem management process
Identifies opportunities for efficiencies and effectiveness and leverages existing tools and processes to achieve best practice results
Special Challenges:
On one hand this role requires a hands-on and technical data analytics and Service Intelligence
skill and on the other hand it require good communication & relationship skills to ensure data analysis results can be translated into business terms for appropriate decision making around mitigating actions and to ensure appropriate improvements are in place to drive improvements
A very visible enterprise wide role with the requirement to work in collaboration with people from all parts of the Shell businesses, with multiple suppliers and to gain insight into the challenges faced by a variety of lines of businesses within Shell.
Meeting all the requirements of the various ITIL support processes whilst keeping the Incident and Problem Management processes fit for purpose and cost effective
Working in a Virtual team across multiple time zones may require availability during early morning and/or late evening hours. Managing time and work-life balance is critical.
Managing conflicting priorities to achieve win-win solutions
Collaboration with multiple, cross discipline, cross organizational stakeholders
Gaining the trust of virtual stakeholders
Delivering through others without formal line management authority
Working very closely with 3rd party suppliers in order to provide a seamless end-to-end incident and problem management service
Skills & Requirements: The core IT competences required can be found on My Career in IT.
Typical Years of Experience: 5 to 7 years of corporate IT experience
Minimum Education or Certification: 4-year Degree related to IT
Typical Job Grade of Supervisor/Manager: JG3 or higher
Graduate / Post Graduate in an IT related degree
Experience with and skilled in ServiceNow toolset
Technically Skilled in using Microsoft Office Excel (tables, charts, pivot tables), PowerPoint, reporting tools
Experience in using automation tools and techniques to build improvements and efficiencies in existing operational ways of working.
Good analytical skills and appreciates a technical challenge.
Has a technical understanding of and experience with application landscapes and connectivity (IT networks)) and is able to share that with other members of the team.
Experience with system development, design and implementation.
Is an excellent team worker and able to connect easily at technical as well as executive level
Has a structured, project oriented, work ethic to keep track of running activities and commitments.
Produces high quality deliverables in terms of both content and presentation. Examples of deliverables include: reports, presentations and standard Operating procedures.
Pro-active, self-starter and Problem-solver
Skilled in being able to work independently across different organizational boundaries, cultures and in a globally and virtual environment
A readiness to take technical responsibility and accountability for work performed and decisions taken
Demonstrates an understanding of the issues of interest to Shell and proposes viable solutions within the scope of own expertise, taking into account the needs of those affected.
Translated Company Description
Additional Information:
Completed ServiceNow Trainings (such as ServiceNow Fundamentals, IT Service Management Fundamentals, etc)
Skills in Excel reporting, VBA, SQL, MS Access, PowerBI, Spotfire and Business Objects
Knowledge and experience in the Agile project delivery methodology.
ITIL foundations Certification
Prefer CCNA certification
Disclaimer
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.
Greetings of the day We are Hiring Job Role:Process Mining Solution Architect Experience:– 4+years Location:Pune, Mumbai, Chennai, Bangalore, Tirunelveli Job...
Apply For This JobWe are seeking a motivated and detail-oriented IT Recruiter to join our team. In this role, you will be responsible...
Apply For This JobFute Services , Bengaluru Information Technology » Software Engineer Experience : 0 years and 1 months Salary : 1.80 Lakh...
Apply For This JobIntroduction Hire solution architects who are experts in creating hybrid cloud solutions involving IBM zSystems. Premise of a hybrid cloud...
Apply For This JobDesktop engineer with windows troubleshooting,networking ,having worked in trading ,broking environment having experience 1-3 years Job Type: Full-time Salary: ₹18,000.00...
Apply For This JobJob Purpose: The position is that of frontline sales personnel who would primarily be responsible for driving sales through channel...
Apply For This Job