IT Ops Engineer - Network and Voice

The Role

Where you fit in

Network & Voice IT Operations enable Trading & Supply business operations, that crude, oil products, natural gas and chemical feedstocks are delivered to customers around the world. This includes the efficient running of physical assets while ensuring timely delivery of fuel to Shell customers. Our team employs a structured approach to optimizing molecules in the supply chain, applying knowledge of trading tools and technique as well as commercial acumen, and ensuring Continuous Improvement in the management of our processes. At the same time the management of all physical operations is handled with an uncompromising emphasis on HSSE, Compliance and Product Quality.

What’s the role?

The role is part of the Shell Trading IT Network and Voice Operations support team with Trading & Supply SOM in IDSO. The mission is to provide reliable and secure operations of our voice and network services within Trading. This role handles daily run and maintain issues and projects relating to Trading voice and network infrastructure. The Network and Voice IT Operations Engineer is expected to become a Subject Matter Expert (SME) covering the application of telecommunications and network technology deployed across Shell Trading globally. This includes all Shell Trading locations (offices, onshore plants, offices, trading floors, etc.) and various types of projects including capital projects and IT projects. The Engineer is expected to have skills and knowledge with Palo Alto firewalls, Cisco Routers/switches, and site-to-site VPN technologies. This role is also required to support the Shell Trading Internet services for 1st to 3rd level support and MACD, requiring Bluecoat, Cisco, Palo Alto, Zscaler, IP routing (BGP, OSPF), and WCCP expertise.

In addition to Run and Maintain, the purpose of the Voice and Data Operations Engineer role is also to provide consultancy on Voice and Data aspects across projects locally, and part of the Enterprise. As part of our support organization, this role not only provides technical consultancy and operational support, but also is accountable for compliance and controls, and vendor/supplier management.

Accountabilities include:

  • Provide Voice and Network Operations Support for the global Trading Voice and Network Infrastructure. (Incident, Problems and MACD requests)
  • Resolve incidents related Voice and Network services for the trading business globally. Support any projects related to Trading Voice and Network as the landscape SME.
  • Act as the initial point of escalation for the Service Desk, providing guidance and assistance with BAU support tickets, escalating to the Senior Engineer and third-party suppliers where necessary
  • Provide 24X7 end-to-end support for a FERC-restricted power plant telecommunications secure cell environment for 1st to 3rd level problem resolution.
  • Provide end to end support of the compliance Special Voice environment for voice recording and turret phone infrastructure globally.
  • Support Windows physical and virtual Server, SAN, ESXi, Nice, Wordwatch, and Speakerbus technologies 
  • Liaise with external vendors in restoration of Voice, Network, and security services
  • Management of Risk and vulnerability issues to remediate
  • Utilize various tools to monitor and resolve Voice and Network problems (Network Associates Sniffer, Solar Winds, HP Openview, Cisco Works, Fluke LAN meter, copper and fiber line testers
  • Be responsible for SpeakerBus, Nice Recording, and Word Watch issues raised by traders.
  • Understanding of monitoring and troubleshooting tools to manage and report on the Telecommunications environment like Solarwinds, Opnet, Wireshark etc.
  • Drive Incident/Problem resolution by assisting in key Voice and network operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers for high service tier business-critical applications
  • Ensure the various Voice and Network support suppliers perform within agreed service levels.
  • Assist in change ticket review/approvals/planning, including launching new initiatives to ensure application stability following application releases
  • Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use.  Ensure regulatory and compliance controls are embedded in landscape operations and assist with the collection of compliance data
  • Assist in representing the Downstream Services and Operations organization towards the Downstream IDT 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
  • Act as the escalation point for Voice and Network Operation -related issues
  • Participate in Major Incident calls for Voice and Network business-critical applications and work with staff and suppliers to reach problem resolution
  • Document and action Root Cause Analysis steps following Major Incidents
  • Represent the portfolio in Change Boards to ensure application stability during any infrastructure changes which may impact business-critical applications
  • Design and launch new continuous improvement initiatives within the portfolio base
  • Manage the inventory and storage requirements of the voice and recording Assets

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 three (3) years relevant work experience in the Telecommunication industry
  • Bachelor’s Degree is preferred
  • CISCO and Firewalls experiences are preferred.
  • Skills and knowledge in telecommunication devices
  • Strong communication skills, both verbal and written
  • Inquisitive and assertive mindset, being empowered to drive improvement opportunities


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.

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.