IT Operations Engineer

Profile

Texas, United States of America

Job Family Group:

Information Technology (IT)

Worker Type:

Regular

Posting Start Date:

April 5, 2023

Business unit:

Projects and Technology

Experience Level:

Experienced Professionals

Job Description:

Where you fit in

We play an important role in defining the future of energy, by building the Upstream assets that deliver material cash flows, the Downstream assets where Shell produces advanced, low-carbon products, and the Integrated Gas, Renewables and Energy Solutions assets that deliver the energy that powers lives and livelihoods.

Projects and Technology supports Shell’s operated and non-operated assets, safely improving performance and raising the bar being a responsible operator. We use our technical, commercial, and digital skills to competitively optimise production and we replicate technologies across the portfolio. Projects and Technology also has a role to play making our assets top quartile on emissions intensity.

What’s the role?

The Operations Engineer (OE) is an owner or holder of ITSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld. The OE acts as the escalation point between Downstream IT, Downstream business, and 3rd party provided for any deterioration in service levels.

The OE will have end to end accountability for the application performance (operations, innovation, business confidence and financials) which includes working across a delivery chain that involves many players: applications, infrastructure, software vendors, outsource partners, etc. to meet business defined service levels.

The OE is end to end accountable on the overall management of operations and service delivery for the Chemicals landscapes within the Chemicals and Products Class of Business.

For an application, this role will understand the Shell business processes and understand how certain decisions will affect the application design and workability. It implies there is a need to know who to consult before changes can be scoped, designed, and implemented. The OE BA uses this knowledge to assist with the resolution of escalated urgent/complex issues to ensure business continuity within service level agreements.

Accountabilities


End-to-end accountable on the overall management of operations and services delivery for the Data and Analytics Chemicals applications and platform
Support the Chemicals and Products Service Operations Management (C&P SOM) to effectively represent the Operate organization to the DS CIO and other business stakeholders
Participate in scoping the operations budget for Chemicals and Products, 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 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)


What we need from you?


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Minimum five (5) years overall relevant experience
Bachelor’s Degree is preferred
Strong Data Skills including Azure, Data Bricks, Power BI, PySpark, GIT, Python
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 is a global group of energy and petrochemicals companies with over 90,000 employees in more than 70 countries and territories. In the US, we have operated for over a century and are a major oil and gas producer onshore and in the Gulf of Mexico, a recognized innovator in exploration and production technology, and a leading manufacturer and marketer of fuels, natural gas and petrochemicals. We deliver energy responsibly; operate safely with respect to our neighbours and work to minimize our environmental impact. We are in search of remarkable people who will thrive in a diverse and inclusive work environment to deliver exciting projects locally and globally. People who are passionate about exploring new frontiers. Innovators and pioneers. People with the drive to help shape our future. Because remarkable people achieve remarkable things.

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 potentials.


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.

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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 Shell/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 participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

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