Shell Looking for IT Operations Lead – M365 at Bengaluru, Karnataka Full Time

Microsoft 365 tenant is a unique space for each enterprise within Microsoft’s Cloud. We (Shell) are renting space, as a tenant, to manage the M365 service. The Operations Lead for Microsoft 365 is end-to-end accountable for the Microsoft Teams, SharePoint Online, OneDrive for Business, Yammer, SharePoint On-premises including Most Confidential and Information Management Services, Skype for Business services within End User Productivity SOM (EUPSOM).

Where you fit in

The IT Operations Lead is end-to-end responsible for the support and delivery of the M365 Operations to the IDT Services & Operations organization. They will manage in-house operations as well as multiple suppliers supporting Shell to ensure issues and problems are resolved end to end. The Operations Lead additionally acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels.

Provide technical advice for changes to application architecture design. Guide and advise others being the subject matter expert in technical / operational aspects. Assist with supportability and transition activities of enhancements and new projects. Provide management information and reporting for the service.

What is the role

The Operations Lead will assume responsibility for day-to-day delivery of these Services, including communications, to the Business in line with the agreed Service Levels and / or Operate Level Agreements. The Operations Lead will work closely with the Projects, Portfolio, architect, and suppliers to ensure transparency in managing the services. The Operations Lead will ensure that the other Service manager in different time zones act as a backup for one of the other Operations Lead during leave and/or absence.

The Operations Lead acts as the IDSO interface towards the Business SOMs (IT budget holder), IDSO Core Operations and Suppliers and maintains constructive relationships with key stakeholders, whilst still being able to challenge where needed. The Operations Lead team manages the operational lifecycle of the landscape and is responsible for compliance with the relevant information security, IT controls and legal and regulatory requirements. The Operations Lead manages Supportability & Transition for new demand, changes and projects impacting the portfolio and provides sign off, with Agreement to Deploy and Agreement to Operate as key milestones. Together with the business and IT stakeholders the Operations Lead identifies, agrees, initiates, and implements improvement opportunities or initiatives to improve adoption of new features / functionality. The Operations Lead works across internal and external service providers and suppliers, as well as staff to ensure the service meets commitments and the business needs.

What we need from you

We are keen to hear from individuals that has a degree related to IT and has 10 or more years of relevant experience in advanced technology support for collaboration services and their platforms within an IT Infrastructure for a large complex and geographically dispersed organization.

Furthermore, we are looking for someone who has below attributes:

Expert technical level knowledge in M365 Services is mandatory

Brings proven industry leading technical expertise in Microsoft Collaboration tools

Good understanding of the technical aspects of Azure AD Group, M365 license management and M365 Groups

Exposure to M365 Guest Access and Third-party integration

Proven experience in technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa

Experience or knowledge of challenges associated in a hybrid-cloud environment

Monitor Microsoft Message Center and Service Health, planning and implementing end-user consumer communications as required

Spreading the awareness via Yammer, What’s New Wednesday monthly live demos to support the end user queries and promote adoption.

Troubleshoot and resolve service-related issues.

Resolve escalated user issues.

Escalate issues to Microsoft Support / SMC.

Strong relationship skills to work with multiple stakeholders across organizational, business & key supplier boundaries at all levels

Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working

Ability to operate in a global, virtual cross-cultural organization, working in different time zones

Strong interpersonal and communications skills, fluent in English both conversational and in writing

Ability to deal with conflict and ambiguity effectively

Excellent problem solving, decision-making, and investigative skills

Strong supplier management skills

Analyse, assess, and approve new integration requests and advise on best practice/approach

Skilled in IT Service Management & Integration Solutions

Awareness of ITIL and DevOps methodologies

Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with staff and/suppliers

Due to the operational nature of the role, out-of-normal office working hours will be required including participation in on-call rotation

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.