Job Description

The Role

In Shell, we continue to deliver a process that will work for multiple stakeholders which is a game changer for everyone. Join us, as we continue to deliver a smooth operation in technology and provide speedy and quality problem resolution. Where you fit The Global Command 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 on restoring service but is there to ensure that suppliers and Shell teams are implementing restoration or solutions to improve the reliability of our IT estate, reduce cost and most importantly, drive 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. What\xe2\x80\x99s the role? The IT Operations Engineer role relishes working under pressure, enjoys the challenge of 24*7 operations, and, above all else, is passionate about Reliable IT. Hence, you will be an expert in IT Service Management, Network Operations, and Service Request delivery. Also, you will passionately work with the subject matter experts to identify strategic opportunities where improvements in infrastructure can create greater business value. You will become 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. This role report to the IDSO Core Operations GCMC IT Operations Manager and will have the following accountabilities:

• Support Global Command Management Center (GCMC) Operations day-to-day (9-hour shift \xe2\x80\x93 \xe2\x80\x9c24x7\xe2\x80\x9d, weekly rotation): Provide support to Shell\'s Network Operations Center in Cyberjaya/Bangalore to ensure smooth global operations, minimize downtime, and prevent stakeholder escalations.
• Incident Investigation and Resolution: Carry out investigations of incidents, drive them towards resolution, and implement break-fix solutions on the Shell Managed global network according to agreed standards.
• Improve Incident Management: Work closely with the Shift Lead and peers to identify and develop improvements to the Incident Management/Change Implementation Process, aiming to maintain or improve adherence to Service Level Agreements (SLA).
• Collaborate with Stakeholders: Engage with stakeholders and vendors to provide incident resolution and implement break-fix changes.
• Active Monitoring: Monitor the incident queue, investigate all incidents during the shift, make initial assessments, and clarify with customers if necessary.
• Communication and Documentation: Proactively communicate with on-site support, end-users, and technical engineering teams to ensure successful incident resolution. Document technical steps, lessons learned, and update team members for continuous improvement.
• Technical Support and Training: Act as a Technical SPOC for L1 and L2 engineers, provide technical training and sessions, and serve as the second level of escalation for GCMC stakeholders. Continually seek opportunities to increase customer satisfaction and strengthen client relationships.

What we need from you

• Bachelor\'s degree in Telecommunications Technology or equivalent experience/training in Engineering.
• Familiarity with operating telecom networks, including technical, procedural, team working, and customer focus aspects.
• Mandatory CCNP certification and in-depth understanding of networking technologies.
• Knowledgeable in Cisco networking equipment and wireless network, with expertise in switching, routing, security/firewall architecture, and troubleshooting.
• Proficient in WLAN technology, particularly Aruba and Cisco, as well as WAN/SD-WAN technology.
• Working knowledge of F5 Load balancer, Proxy, Infoblox, scripting, and UNIX.
• Strong teamwork and communication skills, adhering to standards, documenting and sharing knowledge, and understanding ITIL or similar processes.

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 business footprint in Information Technology, Projects & Technology, Finance Operations, Integrated Gas, Downstream & Upstream spread across more than 7 main locations. An innovative place to work Join us and you\xe2\x80\x99ll be adding your talent and imagination to a business with the ambition to shape the future \xe2\x80\x93 whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part. 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 ways we nurture an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills and reach your potential\xe2\x80\xa6 We are creating a space where people with disabilities can excel through a 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\xe2\x80\x99ll take it from there. We are 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 in finding the right balance. We encourage you to discuss this with us in your application. A rewarding place to work As an equal opportunity employer, combining our ideas through a creative, collaborative environment and global operations \xe2\x80\x93 we have developed and will continue to nurture a unique workplace with an impressive range of benefits to ensure that joining Shell is an inspired and rewarding career choice for everyone.