Shell Looking for Sr. IT Ops Engineer – JML and SvD at Bengaluru, Karnataka Full Time

The Global IT Service Desk handles more than 50,000 interactions with end users on a monthly basis. The JML (Join Move Leave) service processes in average 1400 Joiners, 200 Movers and 1300 Leavers on a monthly basis. Those two services combined ensure that our +100,000 staff and contractors remain productive and are quickly recovered when support is required.

The Sr. IT Ops Engineer – JML and Service Desk understands, delivers or improves the range of activities necessary to seamlessly integrate and operate those two services, supporting the Service Manager to 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 Sr. IT Ops Engineer – JML and Service Desk acts as the escalation point between Business IT and third-party provided for any deterioration in service levels liaise with the third-party operations teams to ensure appropriate management and change to the infrastructure services provided.

Sr. IT Ops Engineer – JML and Service Desk also supports the Service Manager and the Natural Team (Portfolio, Service Owners, Product Owner, Architects, etc) driving Continuous Improvement activities to deliver and maintain the high standard of IT support to maintain IT productivity.

General Accountabilities:
Provides service assurance support, ensuring key availability and security KPIs remain a primary focus, utilizing escalation paths as needed within the IDSO organization when service levels deteriorate.

Exercises substantial personal responsibility and autonomy in resolving complex problems and assignments. Investigates, defines and resolves complex problems.

Able to collaborate across team(s) and has some exposure to / interaction with business leadership.

Focus on service and contractual aspects of the relationship with suppliers.

Support the Service Manager in building relationships with suppliers to deliver mutual benefits ensure align Shell and suppliers on infrastructure matters.

Supports the transition to operations of new services and how these are integrated to deliver an Enterprise Service that the business requires.

Works with the Natural Team to ensure problems/situations and systemic issues are proactively addressed and resolved by the suppliers.

Advising Products, Portfolio, and Architects on new IT opportunities and market developments, contributing to the strategies, roadmaps and plans for services and delivery.

Specific Accountabilities:
Collaborate with multiple vendors, include but not limited to Tata Consultancy Services, T-System, AT&T pertaining to the Incident management of infrastructure IT services.

Contributing (not responsible) to new service development for improved and enhanced functionality and performance.

Actively monitoring Supplier performance alignment to agreed Shell SLAs.

Contributing (not responsible) to new service development working with Product Manager, Business Service Operations Manager (SOM) representatives, Suppliers, ensuring business requirements are captured concisely and translated to service requests

Review and support the operational planning and delivery of new component services in response to new service requests.

Support the Service Manager to review, in collaboration with Service Owner, Product Owner, ET SOM leads and the suppliers, the delivery of existing component services by analyzing functionalities, trends, SLAs, costs, and service developments.

Be aware of all operational problems in the component services, provide advice and take accountability for sustainable resolutions.

monitor the execution of sustainable resolutions to proactively ensure that problems/situations and systemic issues are addressed.

Support Service Manager to ensure mutually beneficial and responsive relationships are established & maintained with Shell Businesses and Supplier by managing stakeholders (key stakeholders often include senior-level representative from Shell and supplier organization) concerns and expectations.

Aware and connected to Supplier led projects that have impact on the component services

Support in Information Risk Management compliance

Support Service Manager to ensure mutually beneficial and responsive relationships are established & maintained with Shell Businesses and Supplier by managing stakeholders (key stakeholders often include senior-level representative from Shell and supplier organization) concerns and expectations.

Aware and connected to Supplier led projects (Service Improvement Projects, Release Managements, billable projects) that have impact on the services

Disclaimer

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