IT Operations Engineer - SAC

If you are looking for a career with solid job prospects for the foreseeable future, understand, deliver, or improve the range of activities to support the digital and energy transition, then this role will suit you. Join Shell and let us

help you grow in a business that encourages both personal and professional development.

Where you fit

In this role, you will be responsible to ensure end-to-end service availability and resolve escalated urgent/complex issues to ensure business continuity for Shell’s SAP Analytics Cloud application.

What’s the role?

As IT Operations Engineer, you will provide second and third-line operational IT Support for SAC applications which includes ticket resolutions. Proactively monitor service outcomes to initiate service improvements and recommendations for remediation and manage the implementation of changes taking the portfolio architecture into account.

Aside from above, you are expected for the following:

• Handle complex severity incidents according to Business Service Level Agreement (SLA). Resolve escalated multi-discipline technical application and infrastructure incidents end to end per business SLA.
• Work with the Project team to assess project deliveries for addressing any supportability issues.
• Understand how projects enable the implementation of Shell’s SAC capabilities to accurately assess technical issues and recommend solutions that are supportable and consistent with the overall strategy.
• Advise on impact of technical exceptions, including requests for changes, deviations from specifications, etc. Ensure that there is a proper technical assessment of all such exceptions.
• Cooperate with support and project management teams on technical feasibility and considerations
• Work with support team and project management teams to prepare detailed technical plans, evaluate test results and ensure a supportable solution is being deployed by the projects.
• Ensure adherence to Shell security and compliance framework, information security and regulatory audit compliance. All relevant compliance strategies, policies, standards, processes, procedures, and best practices are applied, executed, and monitored correctly.