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 information & Digital Services and Operations (IDSO) core purpose is to Maintain Secure and Reliable IT Operations for Shell. IDSO provides an extensive global portfolio of IT services to Shell with an annual spend of approximately USD 2B delivered by an organization of over 2000 staff and contractors. As our Shell businesses drive value from Data & Digitalization, our IT Services and Operations need to be ahead of the curve in providing the foundational IT services and tools that enable our business to get value from their data and digital opportunities. Additionally, we need to move towards providing a great IT User Experience for our Shell user community in keeping with their consumer user experience outside of Shell. The 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.
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. He/she is an expert in IT Service Management, Network Operations, and Service Request delivery. The incumbent also passionately partners with the subject matter experts to identify strategic opportunities where improvements in infrastructure can create greater business value. He/she is 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. What\xe2\x80\x99s the role? The IT Operations Engineer- GCM role will report to the IDSO Core Operations GCMC IT Operations Manager and will have the following accountabilities: Responsibilities:

• Supports the GCMC Operations in Cyberjaya/Bangalore \xe2\x80\x93 Shell\xe2\x80\x99s Network Operations Center with the primary base in Bangalore, ensuring the smooth running of operations globally end to end with an objective to minimize unplanned downtime and minimal stakeholder escalations
• The day-to-day (9-hour shift \xe2\x80\x93 \xe2\x80\x9c24x7\xe2\x80\x9d, weekly rotation) activities consist of carrying out the Incident investigation and driving it till resolution. Implementing changes to provide break-fix solutions on the Shell Managed global network and making sure changes are implemented according to the agreed standards.
• You will work closely with Shift Lead and peers to identify and/or develop improvements to the Incident Management/ Change Implementation Process to maintain or improve adherence to agreed Service Level Agreements (SLA)
• You will work closely with stakeholders/vendors to provide Incident resolution/break-fix change implementation
• Actively monitor the Incident queue and ensure all Incidents are investigated during on-duty (shift). Make an initial assessment and clarify with the customer if necessary.
• Proactively engage and communicate with on-site support/end-user and Technical Engineering team to ensure the successful
• Ensure proper handling of Incident tickets based on Incident management principles and due diligence, adhering to respective processes and procedures.
• Document technical steps and fewer lessons learned with team members to enable continuous improvement, consistency, and excellence in quality
• Represent GCMC in Discovery and Technical Checkpoint call
• Validate Incident updates and communication
• Create and update Technical SOPs
• Act as a Technical SPOC for L1 and L2 Engineers
• Act as the second level of escalation for GCMC stakeholders
• Provide Technical training/sessions to L1 and L2 engineers
• Continually seek opportunities to increase customer satisfaction and deepen client relationships
• Understand the escalation matrix for Incident Management and follow the escalation process when needed.

What we need from you

• Bachelor\'s Graduate preferably in Engineering in Telecommunications Technology or any equivalent combination of experience or training.
• Familiar with the various aspects of operating telecom networks: technical, procedural, team working, and customer focus
• CCNP certified (Mandatory ); in-depth understanding of networking technologies.
• Knowledgeable in Cisco networking equipment and wireless network
• In-depth knowledge of networking, switching, routing, security/firewall architecture, and troubleshooting
• In-depth Knowledge of WLAN technology \xe2\x80\x93 Aruba and Cisco
• In-depth Knowledge of WAN/SD-WAN technology
• Working Knowledge of F5 Load balancer, Proxy and Infoblox
• Has a general knowledge of scripting and UNIX.
• Adheres to standards and works in a structured way, enabling cross-boundary teamwork. Sees the necessity of documenting and sharing knowledge, thus working professionally and fostering team spirit. Understanding and prior experience with the ITIL standards or similar, processes, and aligned IT delivery organizations, is a pre-requisite.
• Able to see his area of expertise fit in with other parts of the organization to provide a service to the customer. Ability to understand the customer\xe2\x80\x99s business broadly and the impact of degradation or loss of service on the customer.
• Communicates well, both in writing and verbally. Documenting and structuring are essential aspects of the job. Sharing knowledge across cultural, geographical, and organizational boundaries is part of the day-to-day work.
• Must be a good team player, able to initiate and maintain strong relationships with other sub-process peers.
• Has good communication skills, incorporating the ability to have effective relationships with other teams and to govern change at all times
• Possesses the discipline of a good grounding in IT training, combined with the ability to function in a dynamic and informal environment.
• The incumbent will be expected to manage activities with a high degree of autonomy driven by the operational nature and real-time criticality of the role. The scope covers Shell\xe2\x80\x99s connectivity estate (35,000+ devices in 70 countries providing over 25 different IT services)
• The operational nature of the role will require out-of-hours working, sometimes unplanned and on call
• Needs to be able to deal with state-of-the-art, differentiated and often unproven technologies which require some learning on the job
• Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment
• Ability to ensure one team mindset across the various teams to drive effective delivery

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, and 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 of the ways we are nurturing an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills, and reach your potential. 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.