Shell began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, which sees our employees thrive and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion already in India’s energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India. Shell aims to establish a new IT hub in Bangalore, and scale it up over a five year period.
Where you fit in
Information & Digital Services and Operations (IDSO) core purpose is to maintain Secure and Reliable IT Operations for Shell. As our Shell businesses drive value from Data & Digitalization, our IT Services and Operations need to be ahead of the curve in providing the foundational IT services and tools that enable our business to get value from their data and digital opportunities. Additionally, we need to move towards providing a great IT User Experience for our Shell user community in keeping with their consumer user experience outside of Shell.
The Global Connectivity Management Center (GCMC) was set up in IDSO to drive value opportunities using innovative monitoring tools and techniques derived from our IT operational data. The focus of the team is not just in restoring service but is there to ensure that suppliers and Shell teams are implementing restoration or solutions to improve reliability of our IT estate, reduce cost and most importantly, driving an improved IT User Experience for the 100,000+ users across Shell. The monitoring team will develop and deploy monitoring solutions by working closely with our internal and external stakeholders. You will report to the IDSO Core Operations GCMC IT Operations Manager
What’s the role
As an IT Operations Engineer – Network Specialist, you will ensure the smooth running of operations globally end to end with an objective to minimize unplanned downtime, and minimal stakeholder escalations. The incumbent also passionately partners with the subject matter experts to identify strategic opportunities where improvements in infrastructure can create greater business value. You are an expert in IT Service Management, Network Operations, and Service Request delivery and a self-starter, comfortable with ambiguity, able to think big (while paying careful attention to detail) and enjoys working in and leading a fast-paced team.
Aside from above, you are expected for the following:
Supports the GCMC Operations in RMZ ECO World Bangalore – Shell’s Network Operations Center with the primary base in Bangalore,
The day-to-day (8-hour shift – “24×7”, weekly rotation) activities consist of carrying out the changes: implementing changes, Request fulfilment on the Shell Managed global network and making sure changes are implemented according to the agreed standards.
Work closely with the MACD Implementation Team (MACD) Shift Lead and peers to identify and/or develop improvements to the Change Implementation Process to maintain or improve adherence to agreed Service Level Agreements (SLA) and Change Lead Time.
Actively monitor the work order queue and ensure all change requests are attended to during on-duty (shift). Make an initial assessment and clarify with the customer if necessary.
Remotely perform configuration updates on network equipment in the production environment based on requirements stated in the agreed implementation plan.
Responsible for designing a change script (configuration preparation), ensuring the script is according to the customer’s requirement and following the agreed technical standards.
Advising on change design solutions, validating and verifying the design as part of the peer-review process, and ensuring it delivers right the first time AND on time.
Keep customers and other stakeholders well informed of technical risks, issues and advise on corrective measures.
Proactively engage and communicate well with change owner, on-site support (internal and vendor) and end-user (on-site client) to ensure the success of the change implementation.
Carry out testing with customers to ensure their requirement is met before finalizing the change process.
Responsible for making sure that the change plan is correctly implemented as per the agreed implementation plan.
Responsible for post-change admin tasks, including asset database (CMDB), monitoring (SolarWinds), DDI, and network diagram before handover to the network support team.
Ensure proper handling of change tickets based on change management principles and due diligence, adhering to respective processes and procedures.
Document technical and process lessons learned and share those lessons with team members to enable continuous improvement, consistency, and excellence in quality.
Continually seek opportunities to increase customer satisfaction and deepen client relationships.
Act as second level of escalation for GCMC stakeholders
Act as Technical SPOC for L1 and L2 Engineers
Directly responsible for the correct and timely analysis of the Change Implementation Phase, as described in the Desk Level Procedure documents.
Directly responsible for correct and timely execution of the Change implementation phase of the change.
Directly responsible for the proper and timely follow-up and execution of all email correspondence arriving in the GCMC MACD functional mailbox (rotary).
Understand the escalation matrix for change implementation and configuration preparation and follow the escalation process when needed.
What we need from you
Diploma / Degree Level, preferably in Information and Telecommunications Technology or any equivalent combination of experience or training.
At least 5-9 years of IT experience.
Familiar with the various aspects of operating telecom networks: technical, procedural, team working, and customer focus.
CCNP and CCNA certified, in-depth understanding of networking technologies.
Knowledgeable in Cisco networking equipment and wireless network
In-depth hands-on experience in networking, switching, routing, security/firewall architecture, and troubleshooting.
Hands-on experience in DDI (Infoblox Technology)
Knowledgeable in Wireless-LAN technology – Aruba and Cisco
Working Knowledge in F5 Load Balancer & Proxy Bluecoat
Adheres to standards and works in a structured way, enabling cross-boundary teamwork.
Sees the necessity of documenting and sharing knowledge, thus working professionally, and fostering team spirit.
Understanding and prior experience with the ITIL standards or similar, for process, aligned IT delivery organizations, is a pre-requisite.
Able to see his area of expertise fit in with other parts of the organization to provide a service to the customer.
Ability to understand the customer’s business broadly and the impact of degradation or loss of service on the customer.
Communicates well, both in writing and verbally.
Documenting and structuring are essential aspects of the job.
Sharing knowledge across cultural, geographical, and organizational boundaries is part of the day-to-day work.
Must be a good team player, able to initiate and maintain strong relationships with other sub-process peers.
Has good communication skills, incorporating the ability to have effective relationships with other teams and to govern change at all times
Possesses the discipline of a good grounding in IT training, combined with the ability to function in a dynamic and informal environment.
Translated Company Description
COMPANY DESCRIPTION
An innovative place to work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.
An inclusive place to work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential.
We’re creating a space, where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we’ll take it from there.
We’re closing the gender gap – whether, that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
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 Shell/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.
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