Full Time Permanent Full Time Permanent
Shell Oil Company Marathahalli - Sarjapur Outer Ring Rd, Devarabisanahalli, Bellandur, Bengaluru, Karnataka 560103, India
End-to-end accountable on the overall management of operations and services delivery for landscapes in scope. Support the Global Commercial & Chemicals Service Operations Management (GC&C SOM) to effectively represent the Operate organization to the DS CIO and other business stakeholders. Participate in scoping the operations budget for Customer Operations, for all the components in the landscape. Translate the need for new application services into written Service Agreements and Service Catalogues in a consistent way. Responsible for ensuring operational compliance and assurance are met for landscapes in scope. Responsible for ensuring all landscape in scope documentation is updated and critical knowledge is retained within the indirect team. Ensuring service support delivery (e.g., 1st, 2nd, 3rd line support) for all incident and problem related activities for the service. Manage Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers. Assist in change ticket review / approvals / planning. Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use. Represent the Downstream Services and Operations organization towards the Downstream IT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations. 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. Ensure regulatory and compliance controls are embedded in landscape operations and assist with evidence collection. Assist with Transition to Support activities. Manage stakeholders and communications. Active demonstration of initiating, leading and driving continuous improvements to improve Operational Excellence, especially cost effectiveness and bringing business added value. Pro-active operational monitoring of the service (and timely intervention to prevent problems to materialize). Identifying systemic service issues early and bringing such issues to the attention of the corresponding Service Owner for addressing with the right level of urgency; Remediating asset integrity (end of life) issues. Ensuring Operational Effectiveness (OE) of controls associated with the service, including effective embedding of regulatory and compliance controls in service operations and assisting with evidence collection. Act as the escalation point between Business IT and suppliers for any deterioration in the service attributable to supplier(s). Dimensions and Special Challenges No direct reports. Indirect Reports in Managed Service teams supporting our applications. Approximately 35 applications within the portfolio including 5 business critical. Virtual working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations. This position manages overall delivery, outages, for landscapes thereby ensuring availability, reliability, and overall supportability on a 7x24, 365-day basis. Requirements Minimal 5 years of experience in development and/or support of software/applications. Proven record of delivering against stretch targets. Experience in applications support and support processes, specifically ITIL. Prior experience in IT with applications support and IT services management. 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 operate in a virtual cross-cultural organization. Strong interpersonal and communication skills. Ability to deal with conflict and ambiguity effectively. 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 began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, 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 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 has established a new IT hub in Bangalore, and plans to scale it up over a five year period. The purpose of the IT Hub is to enable the Business by focusing on business outcomes, delivering fit for business technology solutions which enable business agility and profitable growth. 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.
Apr 03, 2020