Where you fit in
IT Service Manager is a key role within Shell’s Sectors & Decarbonization, IT Service & Operations Management (SOM). The IT Service Manager is responsible in supporting delivery of the day-to-day application and infrastructure services according to the agreed Service Levels and Operate Level Agreements. They are experts in their field providing efficient and effective support and services whilst ensuring compliancy and would be part of a DevOps team improving product features, reliability, and security.
The IT Service Manager is also accountable for supportability and transition activities of enhancements and project solutions. This includes analysing and understanding business functional and non-functional requirements for supportability impact, as well as assessing implications of landscape and portfolio changes and reviewing for enhancement and continuous improvement opportunities.
What’s your role
Implement Artificial Intelligence Operations & Future of Operations roadmap.
Ensure reliable, secure, and affordable IT landscape operations.
Stakeholder management and engagement in Business and IDT Organization
Supplier management, performance, and engagement
Financial management such as Budget, contracts, Invoices, Accruals, Latest Estimates
IDT, Regulatory, Compliance Controls effectiveness and operations
Ensures key services for product lines are measured, monitored, raising alerts when needed
Resolve incidents or problems, conduct root cause analysis and Major Problem Reviews
Drive efficiencies in systems and process: capacity planning, performance tuning, monitoring, ITIL processes etc
Document’s solutions to known errors to expedite resolution of incidents and performs root cause analysis to minimize reoccurrence.
Change/release management including automation of Deployment and Configuration (CI/CD)
Responsible for Operational Readiness for new demand, changes and projects impacting the portfolio and provides sign off, with Agreement to Deploy and Agreement to Operate as key milestones.
Responsible for the identification of systemic issues on application landscapes, driving structural improvements while balancing costs with business value; supporting Service Operations Management (SOM) in optimizing landscape Total Cost of Ownership.
Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria, and timings.
What we need from you
9 to 12 years of experience of corporate IT Operations experience
Minimum Education or Certification: 4-year Degree related to IT
Self-starter with Good analysis and problem-solving skills.
Experience in IT applications support, ITIL processes and IT services management.
Ability to deal with conflict and ambiguity effectively
A good understanding of large-scale distributed systems in practice, including multi-tier architectures, application security, monitoring, and storage systems
Proven record of delivering against stretch targets
Strong stakeholder, interpersonal, communication, and negotiation skills
Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working
Ability to take periodic calls outside of working hours to facilitate working in a global environment.
Be end-to-end responsible for the Operate Landscape lifecycle
COMPANY DESCRIPTION
Shell is a global energy company where we work towards powering progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. In India Shell has its businesses footprint in Information Technology, Projects & Technology, Finance Operations, Integrated Gas, Downstream & Upstream spread across more than 7 main locations.
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.
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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