Service Support Analyst

, India

Job Family Group:
Information Technology (IT)

Worker Type:
Regular

Posting Start Date:

Business unit:
Projects and Technology

Experience Level:
Experienced Professionals

Job 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 sees 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 aims to establish a new IT hub in Bangalore, and scale it up over a five-year period.

Where you fit in

The Service Support Analyst role is to work closely with Support, Delivery, Projects, and functions to ensure that Supportability deliverables are in place prior to handover including SLAs (and associated contracts and agreements), end to end Support Model (including staff, processes tools), Compliance assurances and others. In addition, the person will act as a technical advisor to the project on offerings, architecture, licensing considerations throughout the project lifecycle, which often requires knowledge of technical and enterprise Processes.

What's the role

Service Support Analyst should be passionate about technical operate consulting to projects with a strong cloud platform knowledge. In addition, the person will act as a technical advisor to the project on Cloud offerings, architecture, cost considerations throughout the project lifecycle, which often requires knowledge of technical and enterprise processes.

Aside from above, you are expected for the following:
• Provide integrated planning of transition requirements for solutions from project to operational support across a programme of dependent projects.
• Engage at Stage 0 to assess ITSO impact of business case, strategy, and design
• Provide consulting for solutions on cloud vs on prem.
• Engaged at Stage 1 to understand design impact on ITSO operations, UX and support budget
• Partner with STM, IRM and Architecture to define deliverables in a risk-based approach
• Define activities criteria for designing, building operating a secure reliable solution
• Act as trusted advisor to the project and on-behalf of support to plan for and deliver the seamless transition of the project end-to-end solution into the support environment – includes support for infrastructure, middleware and applications
• Consult on ways to improve function and reduce transition and support costs.
• Provide guidance and advice on transition to support of new services including interfacing tools, processes, knowledge, training, service development, contracts, licenses, and relevant communications.
• Deliver Service Level Agreements (and ensuring alignment of E2E SLA within associated agreements and contracts), budgets for Transition and Run Maintain costs, Knowledge Transfer Transition Plan, co-ordinate source code documentation and handover
• Assure the solution handed across is compliant with relevant security standards, Business Continuity Plans Disaster Recovery Plans are delivered, License Management is agreed, asset inventories are up-to-date and signoffs involvement of key support staff are sought delivered
• Assure that prior to products and services being moved into production, the configuration details of associated support processes and tools are updated to reflect the implementation

What we need from you
• 7+ years overall experience; 3-4 years' experience in application support, development /Or Project Management
• Understanding of Cloud Architecture AWS, Azure offerings and support processes.
• Understanding of Shell's architecture, offerings and support models.
• Fair understanding of Cloud, infrastructure, configuration etc.
• Experience in applications support and support processes ITIL
• Strong stakeholder, interpersonal relationship, and negotiation skills
• Ability to deal with conflict and ambiguity effectively
• Project or Programme Management competencies
• Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
• Understanding of business support requirements
• Experience determining costs for applications and solutions

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COMPANY DESCRIPTION

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.
• We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

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 Read more